Field Support Senior Advisor (Executive)

Elevance Health•Indianapolis, IN

1d•Onsite

About The Position

The Field Support Senior Advisor (Executive) role involves providing dedicated, high-level technical assistance and support to c-suite and senior level executives. This role goes beyond standard help desk or field support duties and often involves managing complex issues, ensuring minimal disruption to executive functions. Discretion and confidentiality, trust and dependability are paramount. This role includes potential travel up to 30% and can be short notice since based on the executive needs for travel reasoning, event, meeting.

Requirements

Requires an AA/AS degree in Information Technology, Computer Science or related field of study with a minimum of 7 years relevant experience with 3 years experience in a professional/leadership role; or any combination of education and experience, which would provide an equivalent background.

Nice To Haves

Proven experience in a executive level/VIP level technical support role, or IT support role, with 10 years of experience in supporting VIPs/Executive level users strongly preferred.
Expert knowledge of operating systems (Windows, macOS), network protocols, hardware, software installation/troubleshooting, and IT security practices strongly preferred.
Excellent analytical and problem-solving skills to quickly identify and resolve complex technical issues preferred.
Superior written and verbal communication skills to interact professionally and effectively with executives and technical teams, explaining complex information in an understandable manner preferred.
Superb customer service orientation, empathy, and patience, particularly when dealing with high-demand executive users.
Reliability, accuracy and consistency are also paramount.
Relevant certifications such as CompTIA A+, ITIL, or Microsoft certifications are preferred.
Adaptability, complete discretion (for handling confidential information), time management, and the ability to work independently or as part of a team under significant pressure.
Ability to anticipate needs to think ahead to identify potential issues before our executives experience them.

Responsibilities

Provide "concierge-style" technical support to executives, often including support for remote work, specialized hardware (e.g., A/V equipment for meetings), and VIP service.
Assist customers in planning moves by making technical recommendations and answering logistical questions.
Diagnose and resolve complex technical issues related to software, hardware, networking, mobile devices, and third-party applications (e.g., Microsoft 365, Active Directory).
Provide direction to other technicians on resolving complex hardware issues and plans, oversees and provides resources to handle large-scale manufacturer hardware recalls.
Install, configure, and maintain computer systems, networks, and peripherals, ensuring all components are functional and secure.
Lead or assist with technical projects, such as new software rollouts, system upgrades, and infrastructure changes, ensuring alignment with business objectives.
Creates hardware support plans and provides adequate staffing for offices.
Create and maintain technical documentation, knowledge base articles, and conduct training as needed for executives, their executive administration staff and chief of staffs, and for the executive support team on new technologies or security awareness.
Work closely with other IT teams (e.g., engineering, product development) to resolve issues that cannot be handled at the executive support level, managing the incident lifecycle from start to resolution.
Plans and provides resources to conduct large scale hardware deploys.
Works with external vendors for providing remote-hands work when needed and budgets funds, resources and support plans for remote hands work.
Schedule and perform preventive maintenance, monitor system performance, and identify vulnerabilities to ensure optimal and uninterrupted system functionality.
Advises technicians on which standard products should be selected and decides when hardware exceptions should be considered.