Executive IT Support Analyst

Truist•Charlotte, NC

3d•Onsite

About The Position

The IT Executive Support Analyst is a white glove, high touch role providing dedicated technology support to Truist executives, Operating Council members, Board of Directors, and their administrative partners. This position delivers an exceptional executive support experience, operating with a high degree of urgency, confidentiality, and precision while building trust based relationships through consistent follow through, transparency, and professionalism. Provide coaching and direction for internal and externally staffed teams responsible for the design, development, testing, installation, deployment and support of the corporate-wide web and middleware technology infrastructures. The successful candidate will act as a trusted technology partner—owning issues end to end, proactively anticipating needs, and ensuring executives maintain confidence that technology challenges are being addressed with speed, discretion, and professionalism. This role requires a strong blend of technical expertise, executive presence, and customer service excellence, along with the flexibility to adapt to rapidly changing priorities. This position participates in a 7 day rotating after hours on call schedule to ensure continuous executive support for urgent issues outside of standard business hours. This position will be based out of Charlotte, NC, five days per week with flexibility for extended hours as business needs require.

Requirements

Bachelor's degree in a business or IT field, or equivalent education and related training
Five years of experience managing in an IT environment
Five years of experience implementing and supporting large scale web/middleware solutions
Excellent written and verbal communication skills
Demonstrated proficiency in learning and applying technical concepts
Ability to successfully interact with all levels of management across all lines of business and negotiate complex technical issues
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Nice To Haves

Advanced troubleshooting expertise with Windows and macOS laptops and desktops.
Strong working knowledge of Microsoft Windows, macOS, iOS, and Android enterprise environments.
Proficiency with Microsoft 365 and enterprise collaboration tools, including Outlook (email, calendaring, and executive scheduling), Microsoft Teams (chat, meetings, and collaboration), OneDrive (secure file storage and sharing), and Office applications such as Word, Excel, PowerPoint, and OneNote, with the ability to support executive workflows, communication, and productivity.
Moderate to advanced understanding of Active Directory, including management of distribution groups and security groups.
Experience with endpoint device management and mobile device management using Jamf, Intune, and SCCM.
Experience working within ITIL-aligned processes using ServiceNow for incident, problem, and change management.
Experience provisioning and troubleshooting Multi-Factor Authentication (MFA), including Microsoft Authenticator and RSA Secure ID.
Experience troubleshooting printers, peripherals, basic networking, and VPN connectivity.
Familiarity with office telephony, mobile devices, and remote access tools.
Ability to support and troubleshoot Audio‑Visual and presentation technologies (conference rooms, cameras, microphones, display systems).
Exceptional communication skills with the ability to translate technical issues into executive‑friendly language.
Strong judgment, professionalism, and executive presence.
Expertise supporting mobile devices, including smartphones and tablets, across iOS and Android platforms.
Experience with mobile device enrollment, configuration, security controls, and policy enforcement.
Ability to troubleshoot mobile connectivity issues (cellular, Wi‑Fi, VPN, roaming, MFA).
Knowledge of executive mobility use cases, including secure email, calendaring, messaging, and remote work scenarios.
Comfort providing in‑person, on‑site, and on‑the‑move support in executive offices, conference spaces, and off‑site locations as needed.

Responsibilities

Participate in a rotational after‑hours on‑call schedule, 7 days per week, to support urgent executive technology issues.
Serve as the primary point of contact for executives, ensuring timely communication, end‑to‑end ownership, and resolution of incidents while developing and maintaining strong working relationships with executives and their administrative teams.
Work closely with Executive Assistants to anticipate potential technology issues and ensure readiness for high‑visibility meetings, events, and travel.
Proactively test and validate technology during critical executive and Board of Directors meetings.
Lead Coordinate with internal IT teams, Cybersecurity, AV/Live Events, vendors, and external partners to resolve complex issues.
Manage escalated issues.
Interact with counterparts in engineering, application development, configuration management, quality assurance, production support, and other technical and business partners.
Maintain strict confidentiality and discretion when handling executive data, communications, and sensitive information.
Identify patterns and recurring issues impacting executives and drive proactive solutions to improve reliability, efficiency, and overall technology experience.
Participates actively in team meetings, standups, and continuous improvement initiatives.
Document incidents, resolutions, and follow‑ups in accordance with Truist operational and audit standards.
Continuously seeks opportunities to improve the executive support experience.
Ensure the development and documentation of policies, procedures, standards and technical infrastructure that support Executives.
Provide documentation and training to allow for the turnover of the technical solutions to the IT operational teams for daily support.
Stay abreast of industry developments and technical solutions.