Senior Technical User Support Analyst – Executive AV Support

Senior Technical User Support Analyst – Executive AV Support

Requirements

• High school diploma (or equivalent) and 4+ years of experience

Responsibilities

• Resolve complex technical issues without using prescribed guidelines:
• Isolate and determine root cause of complex technical problems through any necessary means; work on problems of moderate to difficult scope, routinely requiring ingenuity and innovation, and where analysis of situations or data require a rapid and in-depth evaluation of various factors.
• Resolve issues with the utmost urgency, leveraging quick and accurate decision-making to determine if they can be resolved independently or if specialized assistance must be engaged; partner with internal and/or external support resources as required.
• Prioritize workload by assessing the individual and business impact of problems.
• Monitor helpdesk activities and trends in an effort to proactively address issues that may impact client base.
• Communicate all scheduled and non-scheduled outages that impact client base.
• Independently set daily objectives, priorities, and work direction.
• Lead projects and/or project teams to serve business needs for the organization and this executive client base.
• Serve as the IT/AV SME for offsite meetings coordinating all related needs with external vendors and advising meeting organizers on their needs as appropriate.
• Partner with internal and external AV resources to coordinate any needed support for executive participation in meetings.
• Communicate relevant technical issues, upcoming executive events of note, and projects impacting executives to IT leadership, to ensure transparency and visibility.
• Other responsibilities and tasks as requested by the executive client base and/or as assigned by Management.

Preferred Qualifications

• Previous Medtronic experience strongly preferred
• Knowledge & Proficiency Strongly Preferred: Microsoft Windows, MacOS, iOS, Microsoft Office & Outlook, Web-based applications, Wireless networking, Hardware components of a PC, IP Printing, A/V and Video Conferencing Technologies, Zoom/WebEx/Teams and Similar Technologies
• Prior Experience Supporting: Virus Protection, Data Encryption, Remote management tools, Android, Familiarity with Microsoft Exchange, Virtual private network
• Dell hardware certifications
• A+ Certification and/or any Microsoft Certified Professional from the MCSE track
• ITIL Foundation or Master Certification
• Customer Service: Service mindset, dedication to meeting customer needs, supporting the ability to respond quickly, competently and patiently to client requests.
• Communication: Excellent oral and written communication, ability to communicate complex technical information to non-technical audiences
• Knowledge: Applies advanced in-depth knowledge of Desktop Support and broad knowledge across IT.
• Problem-Solving: Provides solutions to a wide range of difficult problems. Solutions are imaginative, thorough, practical, and consistent with organizational objectives.
• Interpersonal: Conflict resolution, teamwork, maintains a positive attitude towards customers, co-workers and the company
• Adaptability: Works logically under pressure; shows leadership in times of change and stress