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Executive Technology Support Specialist
2 months ago
Smart Technologies is a leading provider of innovative technology solutions, dedicated to delivering exceptional support services to our clients.
Job SummaryWe are seeking an experienced Executive Technology Support Specialist to join our team. This senior role requires a highly skilled and professional individual to provide expert-level technical support and personalized assistance to our executive leadership team.
Key Responsibilities- Technical Support: Provide prompt and effective support to end-users, including diagnosing problems, providing solutions, and escalating more complex issues as needed.
- Hardware and Software Installation: Install, configure, and maintain desktop hardware, peripherals, and software applications, performing upgrades and patches to ensure system stability and security.
- Troubleshooting: Identify and resolve technical issues related to operating systems, applications, and connectivity, using diagnostic tools and techniques to troubleshoot and resolve problems efficiently.
- User Assistance: Provide exceptional customer service by communicating technical information in an understandable manner, assisting users with setup, configuration, and general usage of their computer systems, and configuring meeting rooms for the executive team.
- Documentation: Maintain accurate records of support requests, resolutions, and system configurations, updating and managing knowledge base articles to aid in the resolution of common issues.
- Training: Offer basic training and guidance to end-users on the use of hardware, software, and best practices for security and efficiency.
- System Maintenance: Conduct regular system maintenance tasks, including virus scans, data backups, and system updates to ensure optimal performance and security.
- Collaboration: Work closely with other IS team members and departments to address and resolve complex technical issues, assisting with the deployment of new systems and technologies.
- Compliance: Ensure adherence to company policies and procedures, particularly concerning data security and IS compliance standards.
- Communication and Organization: Provide clear, concise, and professional interactions with executives and senior leadership, proactively managing and prioritizing support requests, providing timely updates, and tailoring communications to suit the needs of a high-level audience.
- Education: Associate's degree in Information Technology, Computer Science, or a related field preferred, with relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) being a plus.
- Experience: Minimum of 1-2 years of experience in a desktop support or IT support role, with experience with various operating systems (Windows, macOS, Linux) and enterprise software applications required.
- Technical Skills: Proficiency in troubleshooting and resolving hardware and software issues, familiarity with networking concepts and tools beneficial.
- Communication Skills: Excellent verbal and written communication skills, ability to explain technical concepts to non-technical users clearly and effectively, active listening, and providing updates on issue status.
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to work independently and manage multiple tasks simultaneously, resourcefulness, and critical thinking under pressure.
- Customer Service: Proven track record of providing outstanding customer service and support, demonstrated ability to handle sensitive situations with professionalism and empathy, calmly addressing technical problems even under pressure, and handling sensitive information with utmost confidentiality and security awareness.
- Attention to Detail: Meticulous in identifying and resolving technical issues, ensuring no small detail is overlooked, maintaining accurate records of support tickets, solutions, and processes to ensure continuity and knowledge sharing within the team.
- Professional Appearance and Conduct: Adhering to workplace dress codes and consistently exhibiting polished, courteous, and respectful behavior when interacting with colleagues and executives.
- Adaptability and Initiative: Quickly adjusting to evolving technology, situations, or executive needs with ease, anticipating potential issues before they arise, and proactively addressing them, adding value without being asked.
- Time Management and Responsiveness: Prioritizing tasks effectively, managing multiple requests simultaneously, and ensuring timely resolution of issues, always available and ready to provide immediate assistance, prioritizing executive requests.
The estimated salary for this position is $70,000 - $90,000 per year, depending on experience and qualifications. We offer a comprehensive benefits package, including health insurance, retirement savings plan, paid time off, and opportunities for professional growth and development.
