Priority IT Support

Information Technology Oklahoma City, Oklahoma


Job Summary

This individual will be responsible for all technology requests from upper management. This role requires a very high level of technical proficiency and requires an individual with executive presence and strong communication skills. The team member must quickly and effectively diagnose and resolve issues related to PCs, mobile devices, printers, videoconferencing, Skype Enterprise Voice, business application software, telecommunication issues and potentially local network issues. This position will also help support the general user base when not dealing directly with upper management.

Duties/Responsibilities

  • First point of escalation for all upper management related support requests.
  • Proactively and promptly, troubleshoot support issues.
  • Work closely with support teams within the organization to own, coordinate, and drive escalations to closure.
  • Establish trust and maintain confidentiality in all executive support activities.
  • Manage on-call rotation for upper management support team
  • May require travel to executive team or planned events.
  • Provide expert IT guidance and training when needed.
  • Provide weekly reporting and support metrics to IT management
  • Maintain up to date knowledge of latest corporate approved technologies/equipment.
  • Perform general IT maintenance tasks
  • Resolving moderate to complex problems immediately; if needed, more complex IT issues will be coordinated with higher level support staff with the team member owning and tracking the issues through resolution.
  • The team member will also recommend hardware and software solutions, including new product acquisitions and upgrades.
  • He\she may conduct training programs designed to educate organization’s computer users about basic and specialized applications.
  • Along with the Manager, set realistic personal training and product certification goals.
  • Other duties as assigned

Skills

  • Proven team player
  • Exceptional customer service and interpersonal skills
  • Familiar with ITIL and ITSM processes
  • Ability to multi-task, manage time and follow through with assignments
  • Advanced knowledge of iOS and Android troubleshooting.
  • Identifies researches and resolves technical problems by utilizing outstanding troubleshooting skills, calling vendors, and documenting solutions.
  • Proactive in anticipating and resolving problems.
  • Hardware troubleshooting experience with Laptops, Desktops, and Network Printers.
  • Must be professional, motivated, and energetic with a strong work ethic and positive attitude.
  • Strong organizational skills and time management.
  • Excellent written and verbal communications skills, as well as being able to explain technical concepts in non-technical terms when necessary

 Qualifications

  • 2+ Years of experience working in support of desk side services with specific focus on supporting upper management levels and their assistants.
  • 5+ Years of experience supporting Microsoft Desktop/laptops, Apple technologies and Devices, and network (LAN/WiFi/Wireless) connectivity within a corporate environment.
  • 2-5 years of hands-on upper management support.
  • 4+ years of on-site desktop support and customer service support experience
  • Experience supporting standard corporate software packages.
  • Must have strong hands-on experience with Windows 7/10, especially in an enterprise environment.
  • Experience supporting other end user equipment; printers, scanners, Tablets, as requested.
  • Experience with supporting mobile devices (iPhones, Android Smartphones and tablets) under MDM solution.
  • An acceptable pre-employment background and drug test.
  • Valid driver’s license