Executive IT Support Analyst

Onsite role Urgent client needs Executive IT Support Analyst

Executive IT Support Analyst

Midtown Manhattan, NY

6 months

EXECUTIVE SUPPORT:

• Identify and improve OSS Team, Workspace and adherence to CLIENT processes
• Provide white-glove hands-on or remote support to VIP employees Proactive monitoring, identifying, testing, deploying patches and updates leveraging and processes.
• Support with Special Event A/V Management in Main Offices, Conference rooms.
• Video conferencing support (Teams, Cisco, Neat, etc)
• Lead and Provide day-to-day VIP assistance for IT issues, solve problems, answer questions, and explain/demonstrate new IT solutions delivered by Client
• In the absence of VIP support needs, Assist ESD with ad-hoc activities as requested by CLIENT, manage standard incidents via SNOW / provide standard OSS Services including proactive oversight of active OSS incidents / backlogs of the OSS Team
• Provide expert knowledge and support in MacOS, iOS, Android, Windows 10 & Windows 11 OS configuration and support, Office 365 (including Exchange, SharePoint, Teams), Outlook, Excel, Word, Visio, and PowerPoint
• Document, maintain, upgrade, or replace hardware.
• Software installation via Software Center, reimaging, and configurations.
• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment, etc.
• Perform work in compliance within specified manufacturer warranty requirements and schedule manufacturer warranty repairs on-site or remote
• Engage with 3rd party vendor support or CLIENT contacts to resolve technical issues as per scope
• Promptly escalate issues after exhausting all resources/towers/internal escalation matrix, according to the CLIENT technical specifications.
• Provide training to VIP users on how to operate equipment as requested. Ensure service delivery in accordance with established service level agreements (SLAs) and Key performance Indicators (KPI)Learn, remain current and follow all processes that are documented for support.
• Document work in detail via ServiceNow tickets. Share best practices, including creation of KBA s and providing direction to local OSS promoting standardization
• Document new fixes and procedure and set expectations on their use by OSS
• Availability to perform Walk-up Support including Tech Bar
• Provide strong leadership to the OSS technical team, fostering a collaborative and innovative work environment. Be the person accountable for OSS teams day-to-day operations excluding administrative responsibilities. Should ensure the VIP Lead is supported well and escalations coming from the resource is managed with priority.
• Prioritize and delegate tasks to team members, ensuring that all critical issues are addressed promptly and effectively to meet contracted SLA s
• Coach and mentor lesser skilled resources, including overseeing the OSS SNOW resolver groups, managing backlog or incidents that are at risk of SLA breach or otherwise open longer than expected

Key Responsibilities:

• Provide day-to-day deskside support to the Executive Staff (C-Suite and their personal assistance) for all technology needs
• This position interfaces directly with the Executives, their staff and troubleshooting their issues to resolution while providing a high level of discretion and professionalism
• Working with other supporting IT staff to develop solutions for our clients
• Workplace hardware and software support including desktop, laptop, IPT
• Maintaining, supporting and the installation of the of all corporate assigned technology