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 high-touch technology support to Mattel’s senior executives, including CEO-, COO- and CFO-level leaders, and their Executive Assistants. Based at Mattel’s El Segundo headquarters, the role combines advanced onsite technical capability with executive-level communication, sound judgment, discretion and proactive service. It is part of the Diamond Executive Support group and works with Diamond colleagues, OSS, Service Desk, Remote Desktop Support and specialist I&O teams to provide coordinated coverage, escalation and consistent service. The position provides personalized support for executives and their assistants, including regular check-ins on the 15th-floor Executive C-Suite and technology preparation for meetings, board engagements, presentations and video conferences. It diagnoses and resolves endpoint, productivity, collaboration, connectivity, mobile-device, identity and peripheral issues; supports executive devices and meeting-room AV; coordinates provisioning and technology transitions; and owns tickets through resolution and user confirmation. The role also contributes to preventive improvements, service reviews and team coverage, including scheduled on-call support and assistance to the wider Onsite Support Services team when Diamond demand is low. This role is in-office Monday through Thursday and work-from-home on Fridays. The annual pay range is $99,200–$124,000; actual base pay depends on work location, skills and experience.

Requirements

Strong experience in enterprise onsite/deskside IT support, including complex troubleshooting and support for 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.
Ability to remain composed, tactful and solutions-focused under pressure, with strong ownership, prioritization, 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 with enterprise ITSM processes and ticketing tools, preferably ServiceNow, and 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.
Demonstrated growth mindset, curiosity, continuous learning and willingness to embrace challenges and improve.

Nice To Haves

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.

Responsibilities

Provide personalized, responsive and professional IT support to senior executives and their Executive Assistants, adapting communication to schedules and business priorities.
Conduct regular floor walks across the 15th-floor Executive C-Suite, check in with Executive Assistants, identify emerging needs, follow up on actions and anticipate events or travel.
Build trusted relationships through empathy, calmness, clear updates and professional communication without unnecessary technical jargon.
Prepare and validate technology for executive meetings, board-level engagements, presentations and video conferences, and provide discreet in-room support when needed.
Maintain confidentiality of executive information, calendars, meetings, devices and sensitive business matters, and follow GTO security and privacy policies.
Diagnose and resolve Windows/macOS, Microsoft 365, collaboration, printing, connectivity, mobile-device, identity/MFA and peripheral issues, coordinating specialist support as needed.
Support executive laptops, smartphones, tablets, conferencing equipment and meeting-room AV, ensuring 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 when appropriate.
Own issues end to end by maintaining accurate ServiceNow records, communicating progress, managing escalations and confirming user satisfaction before ticket closure.
Identify recurring problems and opportunities to improve reliability, knowledge articles, preventive checks and the Diamond support experience.
Deliver a White Glove support experience while complying with GTO policies, security standards and protocols.
Share knowledge, priorities, coverage plans and structured handovers as an integrated member of the Diamond Support group.
Participate in scheduled on-call arrangements and respond to urgent executive technology incidents outside standard hours in accordance with coverage expectations.
Partner with OSS regional leadership and global support teams, Cybersecurity, Network, Endpoint and Collaboration teams to resolve issues and escalate appropriately.
Follow incident, request, change, asset and security processes, applying sound judgment about urgency and business impact.
Contribute to service reviews, executive feedback, readiness checks and measurable improvements in responsiveness and service quality.
During lower Diamond Support demand, assist the wider Onsite Support Services team with VIP ticket resolution and closure while maintaining service standards.