Executive IT Support Specialist II

Dairy Farmers of America•Kansas City, KS

About The Position

Serve as the key service delivery expert for day-to-day executive and VIP technical support. Provide highly skilled technical assistance and attentive customer support, working with corporate IT to ensure executives have state-of-the-art, always-on, always-working IT solutions. Perform IT maintenance tasks, resolve moderate to complex service requests or problems immediately, and coordinate more complex IT issues with higher level support staff while owning and tracking the issue through resolution. Ensure high quality and polished customer service. Stay abreast of risks and serve as a technical resource and guide to executive staff members.

Requirements

Bachelor’s degree or equivalent experience (e.g., 5 years’ experience in an IT role)
3 years’ direct experience supporting C-level executives and other VIP staff and executive administrators
5 years’ experience in desktop hardware, operating systems, and printers
3 years’ expert level experience using and supporting Apple iPhone and iPad devices
3 years’ experience in Microsoft 0365 products (Windows, Office, Outlook, Skype, etc.)
2 years’ experience in business communication platforms such as messaging, video conferencing, telephony, etc.
Hands-on troubleshooting experience with the ability to perform under intense time pressures and scrutiny
Must understand and accept the 24/7 availability nature of Executive IT – White Glove Support
Certification and/or License – MCP, Apple Certifications, CompTia.
Technical problem-solving abilities, with keen attention to detail
Strong customer-service orientation with a focus on customer satisfaction
Able to be self-motivated and directed with the ability to effectively prioritize and execute
Able to demonstrate the highest degree of professionalism and integrity
Able to organize time, energy, and resources effectively to achieve goals (i.e., organizational skills)
Able to build trust and promote collaborative solutions
Able to be flexible which includes being on call during off hours and weekends
Able to communicate clearly and effectively, both verbally and in writing
Able to communicate technical information to non-technical individuals
Tactful coaching skills
Must be able to read, write and speak English

Responsibilities

Deliver pro-active, white glove IT support to onsite and remote executives
Develop solid relationships and demonstrate expert level ability to inspire trust to best support executive-level needs, better understand how each individual operates, and improve their experience
Coach executives on secure IT practices
Independently resolve complex break/fix issues in person or via telephone
Work closely with corporate IT, Apps, and Security teams to ensure solutions that enable the executive team
Be at the front line of corporate technology implementations, learning the new technologies, preparing the executive team for use, and supporting the technologies through their lifecycle
Provide recommendations to IT regarding new technologies to better support executive team members
Perform installations, replacements, upgrades, and other hardware and software solutions
Perform regular technology reviews to provide proactive support for executives and executive admin staff
Receive and respond to incoming support requests in a timely manner including off hours
Follow set procedures for logging and reporting all support efforts
Set reasonable expectations for executive staff that can be executed with a high degree of success
Conduct training designed to educate users about basic and specialized applications
Provide after-hours and weekend support as necessary