Executive Support Specialist - IT

Constellation Energy Generation, LLC.•Baltimore, MD

2d•Hybrid

About The Position

Provides day-to-day operational support of the service desk, workplace technologies and devices in accordance with service level agreements and business priorities. Effectively manages client engagements and service requests for both on-site and remote customers. Performs activities related to device lifecycle management such as procurement, provisioning, IMACs (install, move, add and changes), refresh and disposal as well as inventory management. For Executive/VIP clients this often involves configuration and setup of activities that are often self-service for our typical business customers. BU specific IT requests such as projects, restoration services, storm duty and emergency response is supported as needed. This position provides technical 1x1, personalized high touch support for Executive/VIP clients, high profile meetings/events that include overall setup of meeting location, technical support and coordination of presentation material as well as video conference equipment support. This position is also required to travel to support executive requests at a moment's notice and ensure that all technical aspects for the executives are taken care of.

Requirements

Bachelor's degree and typically 2-5 years of related experience in IT Customer Support or 5-8 years relevant work experience.
Appropriate technical skills Active Directory, Windows OS, Mac OS, Office 365, Mobile Devices, Business Applications such as Service Now, Asset Suite, etc.
Strong problem-solving skills
Excellent communications skills (written and verbal)

Nice To Haves

A+ and Network+
Customer Service Experience
Knowledge of business practices and processes in ITIL, Agile, etc.

Responsibilities

Provides front-line primary technical request support to end users on various technical issues and problems relating to hardware, software and peripherals.
Responds to, documents and resolves service tickets in a timely manner in accordance with IT Service Level Agreements.
Utilize problem-solving skills to analyze, consult, diagnose and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
Provides support for desktop computer systems, including repair, installation, and testing of systems, peripherals, and software.
Provides support for multiple platforms including desktops, laptops, mobile devices, video conferencing equipment, printers, scanners, and plotters.
Performs remote troubleshooting and guide clients in basic installations.
Acts a technical liaison between the business, vendors and IT for technical solution and product evaluations.
Inform users of known network degradations that affect IT office equipment.
Provide 24/7 support for the office of the CEO, Corporate offices, Transportation department, members of the executive branch and their supporting staff.
Works with project teams to ensure the timely and successful delivery of IT projects related to end user devices or support of hardware related to client engagement.
Perform break fix, end user device service requests for VIP clients.
Availability to executives during off hours as needed for support.
Travel occasionally with short notice, to support executive leadership meetings on location as well as offsite at least quarterly.
Provide information at an executive level explaining what needs to occur and why.
Train executive and VIP users in new technology and systems as needed.
Handle sensitive information and data discreetly and in accordance with company policy.
Provide high level meeting support for Senior executives and Board members on and off-site. This includes coordinating with vendors to ensure they provide accurate support for the meetings and ensure accurate support is in place for the video conferencing systems.
Provide high-level technical support and advice to company executives and other VIP users. Bridge the gap between technology and the users with my technical knowledge. This allows me to effectively articulate and simplify technology to the Executives & Senior Executives when assisting them on issues that are reported.
Engages in all emergency response situations such as storm support or network outages.
Maintain open line of communication with leadership, the ITOC and point of engagement.
Support CM activities related to new or enhanced Services provided by IT
Assist in creation of documentation for products and services. Use best practices to improve products and services provided to business unit partners, and monitor adherence within Team/Group to standards as defined within the Management Model.
Work with vendor partners included but not to limited escalations, escorts, etc.