Job Description

Job Description:

We are seeking a highly skilled Systems Support Analyst to provide high-level IT support to executives and VIPs within a dynamic enterprise environment. This role is focused on optimizing user productivity by delivering seamless technical support for infrastructure applications and services under the Infrastructure & Operations team. The ideal candidate will possess excellent communication skills, strong technical expertise, and the ability to operate under pressure while maintaining professionalism.

Key Responsibilities:

• Executive IT Support:
• Provide "white-glove" technical support for executives and VIP users.
• Ensure the smooth operation of all IT-related devices including laptops, mobile devices, video conferencing systems, and enterprise applications.
• Offer on-site and remote support, troubleshooting issues promptly and efficiently.
• Conduct regular system health checks and proactive maintenance to prevent issues before they arise.
• Resolve IT service requests escalated from the Service Desk.
• Incident Management & Troubleshooting:
• Diagnose and resolve hardware, software, and network issues across multiple platforms (Windows, macOS, iOS, Android).
• Troubleshoot and support enterprise applications such as Microsoft 365, Zoom, Teams, and Webex.
• Escalate complex issues to specialized IT teams as needed while ensuring prompt resolution for high-profile users.
• Maintain detailed documentation of incidents, solutions, and preventative measures.
• Conference & Event Support:
• Support AV equipment, video conferencing, and hybrid meeting solutions for townhalls and high-profile events.
• Provide on-demand IT assistance during presentations and meetings.
• Train executives and assistants on best practices for utilizing IT solutions effectively.

Required Qualifications:

• Technical Skills:
• Strong expertise in Windows OS, with experience in macOS and iOS platforms.
• Hands-on experience with Active Directory, Microsoft 365, Exchange, OneDrive, SharePoint, and Teams.
• Proficiency in troubleshooting network connectivity and resolving hardware/software issues.
• Experience with AV technologies, video conferencing systems, and remote collaboration tools.
• Knowledge of mobile device management (MDM) solutions, encryption, and endpoint security tools.
• Experience & Education:
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 3-5+ years of experience in IT support, particularly executive/VIP support.
• Certifications such as CompTIA A+, Microsoft Certified Modern Desktop Administrator, Apple Certified Support Professional (ACSP), ITIL are preferred.

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