Apogee Enterprises-posted about 1 year ago
Full-time
Minneapolis, MN
Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

The Executive Support Analyst is a specialized role focused on providing high-level technical support to senior executives and C-suite members within Apogee Services Inc. This position ensures that critical IT systems, hardware, software, and devices function smoothly and securely, allowing executives to perform their duties without technical disruptions. The ideal candidate is proactive, highly responsive, and possesses exceptional communication skills, with a strong ability to handle sensitive information with discretion.

  • Serve as the primary point of contact for IT support to senior executives and their teams.
  • Ensure operation of IT infrastructure including desktops, laptops, mobile devices, and network access.
  • Acknowledge and resolve service requests in a timely manner with urgency and technical expertise.
  • Deliver personalized IT services tailored to executives' preferences and work schedules.
  • Follow established Service Desk processes to respond to end-user requests and create detailed work tickets.
  • Support executive administrators and provide daily check-ins to handle meeting room and phone issues.
  • Assist executives visiting the facility with their technology needs.
  • Provide support for Apogee Corporate endpoints including desktops, laptops, printers, and AV equipment.
  • Ensure timely resolution of service requests with a high degree of customer service.
  • Work with teams to ensure accurate new user setup and assist with user terminations.
  • Provide new hire orientation for IT equipment and software usage.
  • Collaborate with Service Desk and IT Operations teams to manage and troubleshoot issues.
  • Augment Network, Operations, and Server Storage projects as needed.
  • Maintain an accurate inventory of all equipment and software licenses.
  • Provide on-call support for off hours as needed.
  • Develop and maintain productive relationships with Corporate teams.
  • Assist IT and technology teams in coordinating and executing projects.
  • Identify and communicate technical risk factors and issues to IT management.
  • Act as a technical resource and mentor for other Service Desk Analysts.
  • Monitor ticket queues and manage service requests, resolving problems as needed.
  • Analyze user endpoint support issues to identify trends and support shortfalls.
  • Identify technical solutions to satisfy business requirements and meet SLAs.
  • Undergraduate degree in MIS, Computer Science or equivalent highly desired.
  • At least four years working experience in a Service Desk/Help Desk environment supporting Microsoft operating systems and other applications.
  • Two years' experience resolving issues for C-suite customers.
  • Working knowledge of network and iOS based products.
  • Proven ability to manage small size and scope projects.
  • Extremely strong client service orientation.
  • Strong written and verbal communication skills; ability to interact at all levels of the organization.
  • Ability to lift and move equipment weighing up to 50 pounds.
  • Bachelor's degree preferred but may be substituted with appropriate experience and certifications.
  • Strong technical background in required technologies.
  • Equal opportunity employer with consideration for all qualified applicants.
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