Senior IT Analyst - Diamond Executive Support

Mattel•El Segundo, CA

1d•$99,200 - $124,000•Hybrid

About The Position

The Senior IT Analyst – Diamond Executive Support provides exceptional, high-touch technology support to Mattel’s most senior executives, including but not limited to the CEO, COO and CFO-level leaders, and their Executive Assistants. Based at the El Segundo headquarters, this role combines advanced onsite technical capability with polished executive communication, sound judgement, discretion and a proactive service mindset. The role is a member of the wider Diamond Executive Support group, not a standalone resource. They collaborate with Diamond colleagues, OSS, Service Desk, Remote Desktop Support and specialist I&O teams to deliver seamless coverage, timely escalation and consistent service standards.

Requirements

Strong experience in enterprise onsite/deskside IT support, including complex troubleshooting and support of senior leadership or similarly demanding customer groups.
Outstanding interpersonal skills, executive-level verbal and written communication, professional presentation and confidence engaging with senior leaders and Executive Assistants.
Demonstrated ability to remain composed, tactful and solutions-focused under pressure; strong ownership, prioritisation, follow-through and attention to detail.
Practical proficiency with Windows and macOS endpoints, Microsoft 365/Teams, mobile devices, identity/MFA, networking fundamentals and modern meeting-room technology.
Experience using enterprise ITSM processes and ticketing tools (preferably ServiceNow), with sound understanding of security, confidentiality and access controls.
Ability to work effectively within a collaborative team and accommodate planned onsite coverage, occasional schedule changes and on-call duties.
Previous experience supporting C-suite executives, executive assistants, board meetings or high-profile events in a global enterprise.
Familiarity with Okta, Intune or equivalent endpoint management, remote support tools, and enterprise collaboration/AV environments.
ITIL Foundation, Microsoft, Apple or equivalent relevant technical certifications.
Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.

Responsibilities

Provide personalised, responsive and professional IT support to senior executives and their Executive Assistants, adapting communication to executive schedules and business priorities.
Conduct regular, purposeful floor walks across the 15th-floor Executive C-Suite; check in with Executive Assistants, capture emerging needs, follow through on actions and anticipate upcoming events or travel.
Build trusted working relationships through approachability, empathy, calm handling of high-pressure situations and clear, concise updates without unnecessary technical jargon.
Prepare and validate technology for executive meetings, board-level engagements, presentations and video conferences; provide discreet in-room support when required.
Maintain strict confidentiality around executive information, calendars, meetings, devices and sensitive business matters; follow all GTO security and privacy policies.
Diagnose and resolve complex Windows/macOS, Microsoft 365, collaboration, printing, connectivity, mobile-device, identity/MFA and peripheral issues, coordinating specialist assistance when needed.
Support executive laptops, smartphones, tablets, conferencing equipment and meeting-room AV; ensure devices are secure, current, functional and ready for business-critical use.
Coordinate device provisioning, replacements, upgrades and executive technology transitions with minimal disruption, including pre-travel readiness where appropriate.
Own issues end to end: log and maintain accurate ServiceNow records, communicate progress, manage escalations and confirm user satisfaction before any ticket closure.
Identify recurring problems and opportunities to improve reliability, knowledge articles, preventive checks and the Diamond support experience.
Deliver a premium “White Glove” support experience while maintaining strict compliance with all GTO policies, security standards and protocols, without exception or compromise.
Work as an integrated member of the Diamond Support group, sharing knowledge, priorities, coverage plans and structured handovers to avoid single-person dependencies.
Participate in scheduled on-call arrangements and respond to urgent executive technology incidents outside standard hours in accordance with agreed coverage expectations.
Partner with OSS regional leadership and global support teams, Cybersecurity, Network, Endpoint and Collaboration teams to coordinate rapid resolution and appropriate escalation.
Follow established incident, request, change, asset and security processes while exercising sound judgement on urgency and business impact.
Contribute to service reviews, executive feedback, readiness checks and measurable improvements in responsiveness and service quality.
During periods of lower Diamond Support demand, proactively assist the wider Onsite Support Services team with VIP ticket resolution and closure, ensuring consistent service quality and adherence to established support standards.