Lead Analyst - IT Enhanced Support Analyst

The Lead Executive Support Analyst is a seasoned, service-focused professional who serves as a trusted partner to Fairview's Executive Leadership Team (ELT) and their administrative staff. Operating with discretion, poise, and a deep understanding of executive work styles, this role ensures the continuity, efficiency, and personalization of the technology experience for our most senior leaders. Beyond technical excellence, the Lead Analyst demonstrates presence, judgment, and emotional intelligence while managing urgent needs, sensitive information, and high-stakes scenarios. The role blends high-touch technical support with oversight of service coordination, proactive stakeholder communication, and mentorship of peer analysts. This individual shapes the executive IT experience through influence, service ownership, and a commitment to excellence.

Responsibilities

• Executive-Facing Support & Relationship Management
• Responsible for managing direct dial support calls from executive level resources during business hours and ensuring the service is transitioned over to the Technology Service Center for after-hours support. On-call required.
• Serve as the primary point of contact and trusted technical advisor to the ELT and their executive assistants.
• Deliver discreet, executive support for all endpoint, mobile, conferencing, and collaboration technologies across in-office, remote, and hybrid environments.
• Provide real-time assistance during key meetings, events, and critical operational windows.
• Maintain a comprehensive understanding of executive preferences, workflows, and business rhythms to tailor support accordingly.
• Exercise sound judgment, discretion, and urgency when handling confidential or sensitive situations.
• Coordinate directly with other IT teams to escalate, resolve, and follow through on complex or high-impact issues.
• Represent the voice of the executive in service design discussions, process refinement, and continuous improvement initiatives.
• Success Factors
• Displays a professional demeanor, confident presence, and discretion appropriate for executive environments.
• Demonstrates strong interpersonal, written, and verbal communication skills, with the ability to interact with empathy and tact.
• Possesses a proactive mindset—anticipates needs, prevents problems, and stays ahead of evolving tech and business priorities.
• Navigates ambiguity and urgency with composure, adaptability, and clarity.
• Leads by influence—building trust across departments and fostering alignment without direct authority.

Required Qualifications

• A.A./A.S.  Information Technology/Systems or a related field / equivalent experience.
• 7 years   years of experience delivering second-level IT support, including senior-level or executive non-technical users. and
• 2 years Experience designing and facilitating end-user training. and
• Demonstrated ability to provide calm, confident support in time-sensitive, high-visibility scenarios. and
• Proven expertise with Apple (MAC), Microsoft Windows, O365, VPN, printing solutions, Citrix, conferencing tools (Zoom/Teams), and enterprise mobile devices (Apple/Android).

Preferred Qualifications

• B.S./B.A. Information Technology, Computer Science, or a related field / equivalent experience.
• 10 years Hands-on technical support experience, with 2 years supporting C-suite or equivalent executive leadership.
• Prior leadership, team coordination, or mentorship experience in a technical support environment.
• Microsoft Certified Professional (MCP) CompTIA Network Mobility

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

Salary : $80,101 - $113,069