Executive IT Support

INSPYR Solutions•Westmont, IL

18h•Onsite

About The Position

This person will be onsite daily at company headquarters assisting with executive support. Individual needs to be extremely sharp and well-spoken with prior experience supporting executives and C-level staff. Teammates will utilize TeamViewer to deliver remote user support services and work with the Ivanti ticketing system to address Incidents/Service Requests. Teammates will answer technical support calls, work/prioritize tickets accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Candidates must be energetic and focused with a strong motivation to learn innovative technologies and processes. This position requires dedication, strong attention to detail, persistence, follow-up, effective utilization of provided resources and OBSESSIVE customer service. Teammate should possess basic technical acumen with the ability to pick up new skills and knowledge (i.e. product and inner working of software and hardware,) and possess the ability to apply learnings gleaned from technical training.

Requirements

2+ years of experience supporting executive level resources
3+ years of helpdesk experience troubleshooting
Technical knowledge of Windows desktop & laptop hardware in a business environment
Working understanding of computer networking
1+ year of Active Directory support
Effective planning & organizing skills
Strong problem-solving efficiency
Effective communication & documentation skills
CompTIA A+ certification required

Nice To Haves

Microsoft certifications
1+ year experience with ticketing systems
1+ year of Exchange and/or Office 365 support

Responsibilities

Executive support capability and experience
White glove customer service
Performs basic to intermediate-level troubleshooting: Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc.
Logs, routes, categorizes, escalates Incidents/SRs
Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
If issue is unknown, request assistance within ITSD Teams chat, then ITSD Manager, then ITSD Director
Address phone calls on Softphone; logs ticket for user
Replies to emails, Teams messages
Self-starter - Accepts/self-assigns cases from the support queue
Clearly communicate status on incidents, as well as resolutions
Provide outstanding customer service and satisfaction
Ability to work in a team and communicate effectively
Writes/Reviews SOPs