Analyst - Executive IT Support

Optimum•Plano, TX

10d

About The Position

The Analyst - Executive IT Support is responsible for providing Level II IT equipment and user support to designated Optimum offices or work from home (WFH) users, including ELT members and their staff. This support ranges from working with centrally located network and voice support teams to providing full hardware and software desktop support. At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

Requirements

High school diploma or equivalent required; Bachelor’s degree in Computer Science or similar is an advantage.
Proficient in supporting Windows OS , Apple OS, iPhone and Android devices.
Previous experience supporting C-Level Executives with IT requests.
Previous experience troubleshooting basic desktop and laptop hardware/software.
Appropriate valid driver’s license and a good driving record.
Ability to troubleshoot technical issues remotely.
Working knowledge of systems hardware, printers, scanners and other peripheral devices.
Routine travel to various Optimum offices within assigned territory.
24x7 on-call availability to respond to support requests and flexible work schedule to respond to the needs of the business

Nice To Haves

Bachelor’s degree in Computer Science or similar is an advantage.
Microsoft technical certification for current Windows OS, a plus.
Vendor hardware certification(s), a plus.

Responsibilities

Respond and resolve end-user issues via in-person visits, telephone or escalated service desk tickets, maintaining service level agreements.
Perform installations, configures and tests desktop/server hardware and software.
Troubleshoot mobile and telephony devices.
Partner with internal departments to implement new programs or provide technical assistance.
Coordinate with corporate IT resources to understand and minimize the impact of potential widespread issues.
Monitors resource utilization, coordinates hardware/software upgrades, train computer operators and users, requests software fixes and enhancements from various software vendors and physically installs electronic business equipment.
Provides support and education by preparing application, hardware, and network documentation.
Improves productivity by providing technical and operational support to end users of computer systems.
Assists with the support and maintenance of IT managed network and system infrastructure in coordination with enterprise network team.

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