"Alerted.org

Job Description

Serve as the key service delivery expert for day-to-day executive and VIP technical support. Provide highly skilled technical assistance and attentive customer support, working with corporate IT to ensure executives have state-of-the-art, always-on, always-working IT solutions. Perform IT maintenance tasks, resolve moderate to complex service requests or problems immediately, and coordinate more complex IT issues with higher level support staff while owning and tracking the issue through resolution. Ensure high quality and polished customer service. Stay abreast of risks and serve as a technical resource and guide to executive staff members.

Job Duties and Responsibilities:

+ Deliver pro-active, white glove IT support to onsite and remote executives

+ Develop solid relationships and demonstrate expert level ability to inspire trust to best support executive-level needs, better understand how each individual operates, and improve their experience

+ Coach executives on secure IT practices

+ Independently resolve complex break/fix issues in person or via telephone

+ Work closely with corporate IT, Apps, and Security teams to ensure solutions that enable the executive team

+ Be at the front line of corporate technology implementations, learning the new technologies, preparing the executive team for use, and supporting the technologies through their lifecycle

+ Provide recommendations to IT regarding new technologies to better support executive team members

+ Perform installations, replacements, upgrades, and other hardware and software solutions

+ Perform regular technology reviews to provide proactive support for executives and executive admin staff

+ Receive and respond to incoming support requests in a timely manner including off hours

+ Follow set procedures for logging and reporting all support efforts

+ Set reasonable expectations for executive staff that can be executed with a high degree of success

+ Conduct training designed to educate users about basic and specialized applications

+ Provide after-hours and weekend support as necessary

+ The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.

Requirements

Minimum Requirements:

_Education and Experience_

+ Bachelor’s degree or equivalent experience (e.g., 5 years’ experience in an IT role)

+ 3 years’ direct experience supporting C-level executives and other VIP staff and executive administrators

+ 5 years’ experience in desktop hardware, operating systems, and printers

+ 3 years’ expert level experience using and supporting Apple iPhone and iPad devices

+ 3 years’ experience in Microsoft 0365 products (Windows, Office, Outlook, Skype, etc.)

+ 2 years’ experience in business communication platforms such as messaging, video conferencing, telephony, etc.

+ Hands-on troubleshooting experience with the ability to perform under intense time pressures and scrutiny

+ Must understand and accept the 24/7 availability nature of Executive IT – White Glove Support

+ Certification and/or License – MCP, Apple Certifications, CompTia.

_Knowledge, Skills and Abilities_

+ Technical problem-solving abilities, with keen attention to detail

+ Strong customer-service orientation with a focus on customer satisfaction

+ Able to be self-motivated and directed with the ability to effectively prioritize and execute

+ Able to demonstrate the highest degree of professionalism and integrity

+ Able to organize time, energy, and resources effectively to achieve goals (i.e., organizational skills)

+ Able to build trust and promote collaborative solutions

+ Able to be flexible which includes being on call during off hours and weekends

+ Able to communicate clearly and effectively, both verbally and in writing

+ Able to communicate technical information to non-technical individuals

+ Tactful coaching skills

+ Must be able to read, write and speak English

**Travel:** 15%-25% (1-2 times per quarter)

An Equal Opportunity Employer including Disabled/Veterans