Technical Support Specialist III - Executive Support

Caris Life Sciences•Tempe, AZ

About The Position

At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives. We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: “What would I do if this patient were my mom?” That question drives everything we do. But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose. Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins. Position Summary The Executive Tech Support Specialist in this role will exhibit advanced skills in troubleshooting complex issues and exceptional interpersonal and customer service abilities. Additionally, they must possess strong and concise communication capabilities, enabling them to explain technical issues clearly and simply to individuals with limited technical knowledge. This role combines high-level technical skills with excellent communication abilities to deliver a streamlined white glove experience by maintaining a forward-thinking proactive approach and taking full ownership to resolve issues comprehensively with a focus of service excellence preventing any further occurrences.

Requirements

Minimum of 7 years end user support, supporting all levels of the organization and 2+ years with a focus of Executive/VIP level support.
Ability to provide hands-on-white-glove support during changes and upgrades throughout the organization with a proactive approach.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent reasoning, problem solving, and decision-making skills.
Strong analytical and problem-solving skills with a superior understanding of computer hardware and software systems.
Excellent time management skills.
Maintain a high level of professionalism, credibility, and patience with users at all levels of the business.
Experience handling sensitive executive data while maintaining strict confidentiality.
Ability to prioritize workload to focus on highest priority.
Possess the ability to learn on the job, especially software applications that you may not be familiar with or use every day.
Working knowledgeable in Agile methodologies and ITIL Framework
Ability to diagnose network connectivity from user device and/or jack ID or data port.
Ability to remotely image a desktop computer using Intune.
Experience with O365 applications as well as Azure, Intune, Autopilot and JAMF.

Nice To Haves

Experience working in a healthcare or life sciences environment.
Experience working in a fast-paced environment support 1800+ end users
Working knowledge of ServiceNow and Okta Identity platform.
Bachelor’s degree in computer science or related technology is preferred.
Experience with conference room A/V technologies.
ITIL V3 or V4 experience

Responsibilities

Provide best-in-class IT Support onsite and remote to Executives and VIP personnel with exceptional customer service and support keeping communications fluid throughout the support engagement.
Independently drive complex issues through to resolution while looking for proactive methods to prevent any future occurring event.
Coordinate the design, documentation, deployment, and support for a wide range of technologies used by the executive team.
Make recommendations for new and upgraded technologies that would increase efficiency and/or effectiveness of the executive team.
Ability to anticipate potential technical issues and proactively address them before they impact executives' workflow.
Proactively explain technical issues to executives, sometimes with limited technical knowledge, while maintaining a professional demeanor.
Act as the liaison between various support and engineering teams and executive office to lead problems to resolution.
Assist in building and maintaining support runbooks as it would relate to the executive support model.
Identify critical issues requiring immediate attention and effectively raise awareness to escalate to appropriate teams.
Maintain awareness of events occurring in the executive office that may require raising awareness to leaders for the coordination of additional support or technology.
Collaborate with cross functional teams to troubleshoot complex issues that are impacting executives’ workflow.
Continuous engagement fostering open lines of communication with strong relationship building to provide seamless support experience.
Timely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages leveraging and updating knowledgebase articles.
Provide accurate and detailed documentation in ServiceNow ITSM Suite of incidents and problems, including the steps taken during the analysis and resolution/restoration process in ServiceNow.
Participate in occasional off-hours work such as installations, and in regular on-call rotation for off-hours outages and escalations.
Perform device imaging, deployment, device migration support, recovery and supports device hardening efforts.
Responsible for inventory accuracy and lifecycle tracking when deploying & recovering assets.
Executes MDM enrollment and provisioning of end user assets.
Responsible for reclamation and secure sanitization of devices sent for disposal.
Provides technical support during refresh and replacement such as but not limited to drive mapping, software licensing transfers and print driver installations.
Performs other related duties as required and assigned in supporting business operations, projects and continuous improvement objectives.