Executive IT Support – Specialist, Service Delivery/Management

MSD•Rahway, NJ

1d•$87,300 - $137,400•Onsite

About The Position

Our Global End User Services team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We are seeking energetic, forward-thinking professionals to join our Information Technology group in NJ. As part of that team, you will have the opportunity to work with global teams to identify and tackle the biggest opportunities and challenges at the intersection of healthcare, information and technology. Overall, our Executive Support Program (ESP) offers technology professionals incredible opportunities to learn from others across the globe, to challenge themselves, and to enjoy a reward that technology careers don’t often bring: the satisfaction of helping to save lives. The Analyst will be part of a high-performing global team responsible for managing the stability and proactive maintenance of our Company's top Executives. As a member of the Executive IT Support team, the successful candidate will be responsible for collaborating internationally to deliver the services and solutions that help our Executives to be more productive and enable innovation. This position is a technical position with service delivery management.

Requirements

A minimum 5 years of customer service and client technology support experience.
Mobile device administration, core and optional software layers.
Exceptional customer service skills are required and a demonstrated record of customer focus
Excellent interpersonal skills with ability to explain technical issues to technical and nontechnical staff.
Possess highest standards of Ethics, Integrity, Compliance and Financial Stewardship
Highly effective written and oral communications skills with the ability to communicate with peers, customers, and management.
Experience with team building and collaborating with others
Ability to demonstrate technical resourcefulness and ability to make timely decisions
Ability to handle stress and pressure with grace.
Must have exceptional analytical, problem-solving, troubleshooting and technical skills.
Knowledge of ITIL framework and standard SDLC processes.
Working knowledge of global network, information security and collaboration tools. (ie Cisco, MS Office 365, Windows 11, MacAfee)
Experience with project management
Superior understanding of computer and networking hardware and software systems.
Excellent time management skills.
Proficient with or able to quickly learn to use a broad array of networking and systems hardware and software.

Nice To Haves

Understand & demonstrate leadership working in a global IT computing environment

Responsibilities

Provides technical expertise, leadership, and project coordination services to support and maintain continuity of Executives’ computer systems.
Monitor systems usage, status and needs.
Researches, identifies, and recommends software and applications that will improve the stability of systems and networks.
Recommends and implements policies and practices to maximize resource utilization.
Maintains knowledge on developments, trends, and best practices in technology and business networks.
To help lead the Global End User Services, Executive Support Program which provides 24x7 technical support and services for the Executive Committee (EC), their direct reports and other high-profile clients in a manner that is above all standards.
To demonstrate strong business and customer service knowledge, ability to learn quickly and build effective relationships to effectively support the business; strong verbal and written communication and be able to make quick decisions to ensure continuity and service.
Will need to rely on a network of team members across IT and via several vendor relationships to ensure the ESP clients get immediate answers and resolutions.
To act as a liaison between all others in IT and the ESP clients to ensure use of technology and awareness of key IT strategies and initiatives.
Deployment and configuration of standard desktops, laptops and mobile devices.
Provide remote office support for Executive Clients including home office equipment, internet access and security systems.
Provide onsite meeting support where applicable as well as board level support when needed.
Must have top notch customer service skills and be willing to put the customer first in all scenarios.
Will collaborate within a team of 10-15 employees as well as a global network of support vendors and contractors to provide the highest level of customer service.
Must have demonstrated experience and ability to coordinate and manage off-site meetings and work independently while off-site.
Must understand the process of providing support at a location not owned by our Company including planning and execution.
Must be able to assist executives with preparation of presentations which requires advanced MS PowerPoint skills.
Must have the ability to think ahead and anticipate needs and/or issues/problems that may arise to mitigate any technical risks.
Must have a clean history of ethical, honest and professional behavior and understands discrete handling of confidential company information.
Activities include creating and maintaining confidential client information and solution knowledgebase articles and documentation.
Must provide technical consulting services as required, the candidate must have strong public speaking, presentation, training and communication skills.
Must be able to conduct 1-on-1 training for the executives and their admins.
Will be expected to establish and maintain working relationships within Technical Services and across all the departments within the IT organization.
Will provide mentoring to other members of the team.
He/she will be able to perform activities such as facilitating meetings, manage resources and support activities and escalation of executive-related issues to senior IT leaders.
Performs other related duties as assigned.