Executive Support Technician

Pomeroy•San Jose, CA

About The Position

The Executive Support Technician role on the Stryker Account is a high valued role, due to the structure, relationships, and white-glove support brought to their CEO and -3 structured peers. The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.

Requirements

2+ years Deskside Support required
Demonstrates excellent verbal communication and writing skills.
Demonstrates good customer service skills and motivation.
Must be responsible and dependable.
Must have reliable transportation.
Demonstrates experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications.
Ability to work well with various people from staff to high-level administrators.

Nice To Haves

White Glove Support experience preferred
Enterprise Level experience preferred
In progress or have acquired the CompTIA A+

Responsibilities

Required to meet the monthly metric standard of 100 tickets (150 goal) closed a month.
Required to meet the monthly metric standard of 0 tickets breached SLA/OLA for incident requests for Resolution and Acknowledgement times.
Become familiar and understand the admins and who falls within scope of designated support.
Provide AV Support for Executives during Meetings and Support events.
Build key relationships with admins and executives within the business.
Understand the key processes within Level 2 Support (New Hire, PC Refresh, Terminations).
Provide off hour support to Executives.
Provide travel support for Executives during high valued Meetings and high priority issues.
Maintain engagement within the Executive Support Mailbox and Ticket queue.
Document, create, and maintain tickets within ServiceNow.
Maintain targeted Ticket Metrics from Pomeroy/Client.
Maintain SLA/OLA elapsed times (No breaches).
Assist with Dispatching tickets and the ticket creation process.
Providing a IT Level 2 support service regarding troubleshooting and standard processes for the end users involved.