Technician Senior, Executive Support - (Hybrid, Seattle - WA)

Nordstrom•Seattle, WA

2d•Onsite

About The Position

We're seeking an experienced Senior IT Support Specialist to provide dedicated white-glove technology support to Nordstrom's executive leadership team and their Executive Assistants. This role requires exceptional technical expertise combined with the discretion, professionalism, and communication skills necessary to work with C-suite executives in a fast-paced retail environment. This role is onsite. Candidates must be willing to work in office 5 days/week at Nordstrom's headquarters in Seattle, WA.

Requirements

5+ years of IT support experience, with at least 2 years supporting executive-level users
Expert-level knowledge of MacOS, Windows 10/11 operating systems, Microsoft Office Suite, mobile operating systems (iOS, Android)
Experience with enterprise-level IT systems, including Active Directory, VPN, and remote desktop solutions
Knowledge of Microsoft 365, collaboration tools (Teams, Slack, Zoom), and cloud services
IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP)
Experience managing O365 and calendar access
Strong troubleshooting abilities for hardware, software, and connectivity issues
Exceptional communication skills with ability to translate technical concepts for non-technical executives
High level of professionalism, discretion, and confidentiality with a white-glove service mentality
Ability to remain calm and solution-focused under pressure
Proactive problem-solving approach with strong attention to detail, time management, and prioritization skills

Responsibilities

Provide premium, personalized IT support to executive leadership and their Executive Assistants
Serve as the primary technical point of contact for executive-level technology needs
Proactively manage and maintain executive devices, applications, and technology systems
Respond urgently to executive technical issues with minimal disruption to their schedules
Configure and deploy executive devices (MacOS, Windows, iOS, Android)
Provide meeting support
Provide on-site and remote support with flexibility for after-hours or urgent needs
Train executives and EAs on new technology, features, and best practices
Document executive support requests and resolutions in ServiceNow
Maintain confidentiality and exercise discretion with sensitive business information
Foster a positive and professional relationship with executives and their assistants, ensuring high levels of customer satisfaction
Potential for very limited travel
Escalation for junior team members
Demonstrate Nordstrom's values of customer service, respect, teamwork, and integrity
Provide consistent, high-quality, world class customer service, and IT support to ensure the productivity and efficiency of the executive team
Own and maintain a proactive approach to identifying and resolving potential IT issues
Uphold a positive and collaborative work environment within the IT team and across the organization
Continuously seek opportunities for professional development and stay current with industry trends and best practices