IT Senior Executive Support Specialist

Bachelor’s degree in related discipline and five years of related experience; or
Master’s degree in related discipline and three years of related experience; or
Equivalent combination of education and experience
Technical certification may be required
Proven experience providing desktop support to executives / VIPs
Experience troubleshooting a broad range of complex technical issues on Macs, PCs, Mobile devices, and Tablets, and across a wide array of applications
Experience acting as a mentor and role model to junior staff
Experience handling high pressure and sensitive situations with professionalism
Experience prioritizing numerous tasks and completing them within time constraints
Experience working independently with minimal supervision

Providing direct client-side, phone and remote support to VIPs who are experiencing hardware, operating system, connectivity, or application issues
Taking full ownership of VIP incidents, leading them to resolution directly or by engagement with other IT teams
Proactively managing the hardware and software setups of all VIPs, performing upgrades, and continually anticipating their technology needs
Providing technical support with conference room AV, web conferencing, and video equipment for VIP conferences and meetings
Maintaining awareness and knowledge of changes and policies that may affect VIP hardware and/or software usage
Establishing best practices for VIP support, acting as a mentor and role model to junior staff in the areas of attitude, customer service, and professionalism
Adeptly communicating technical information to both technical and non-technical users
Assisting in resolving escalated and/or complex Mac or PC issues across the team as needed
Handling special IT projects across the department as needed