IT Executive Support Specialist

5 days ago

Scottsdale, Arizona, United States EquiTrust Life Insurance Company Full time

The IT Executive Support Specialist provides multi-faceted technology priority support services to members of senior leadership within the organization. This individual is a dedicated technical liaison and provides a single escalation point for executive technology concerns.

Essential Duties and Responsibilities:

  • Provides 24/7 prioritized, focused IT support services to EquiTrust senior leadership with an expert level of customer service.
  • Travels in conjunction with executive gatherings to provide in-person support services for board meetings and other special events.
  • Provides planned and on-demand remote support to Windows and Mac-based workstation devices and Apple and Android mobile devices.
  • Assists in administering senior leadership mobile devices through EquiTrust's MDM solution.
  • Assists in account administration efforts, such as Active Directory account unlocks, password resets, etc.
  • Ensures maximum availability of senior leadership computers, printers, and other peripheral equipment by monitoring, troubleshooting, and resolving end-user computer hardware problems, parts replacement, or PC operating system software.
  • Provides critical thinking skills and outside-the-box solutions to satisfy the needs of our senior leadership without sacrificing our organization's information security or operating standards.
  • Responds to and resolves customer service requests according to EquiTrust policies in a prompt, efficient, and courteous manner for external customers, departmental staff, and other EquiTrust personnel at all times.
  • Follows EquiTrust change management and problem management methodologies.
  • Ensures that work is carried out within agreed service levels and in accordance with department guidelines.
  • Configures and troubleshoots Office 365 products, such as Outlook (Full & Mobile), PowerBI, Excel, PowerPoint, etc., including educating or assisting with more advanced product features.
  • Installs computer-related parts, memory, hard drives, and peripherals as needed.
  • Coordinates the scheduling of third-party vendors regarding warranty repair services that cannot be handled by on-site personnel.
  • Creates and maintains technology utilization documentation for senior leadership consumption. Cheat sheets, etc.
  • Builds and installs PCs, telephones, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
  • Identifies, resolves, and prepares guidelines for frequently occurring personal computer hardware problems.
  • Assists in basic network troubleshooting efforts on workstations and in data closets.
  • Supports the organization's Audio/Video conferencing configurations.
  • Assists team management in analyzing and identifying trends in issues reported to the help desk and developing preventive solutions. Resolves more complex issues requiring detailed systems and applications knowledge. Supports the Information Technology team and other departments, including Facilities Management. Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives.
  • Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.

Skills and Abilities:

  • Extensive experience in Mac OSX and Windows 10+.
  • Extensive experience with Apple iOS mobile devices.
  • Extensive experience in Microsoft Office 365 products, including PowerBi, Excel, PowerPoint, Outlook, and OneDrive.
  • Extensive experience with in-person and remote technology support while working with C-Level and senior leadership staff.
  • Extensive experience in 3rd party support engagement and resource coordination to resolve complex issues.
  • Advanced experience with Android mobile devices.
  • Advanced experience in Mobile Device Management solutions (Workspace One, Intune, etc.)
  • Expert collaboration and customer service skills in supporting our senior leadership.
  • Excellent verbal, written, and e-communication skills.
  • Ability to keep abreast of products and trends that could be valuable to executives or the organization as a whole.
  • Basic IT networking knowledge and abilities, including wiring, IP Addressing, DNS/DHCP, and troubleshooting.
  • Ability to assist in racking of computer equipment and guided deployment of new devices at designated site.
  • Ability to operate independently with little guidance.

Training or Work Experience:

  • If High School Diploma or equivalent, minimum of 8 years Desktop Support experience, required.
  • If Associate's Degree, at least 6 years of Desktop Support experience, required.
  • Experience in an Insurance Company environment, preferred.

Education:

  • High School Diploma or Equivalent, required.
  • Associate's Degree - Computer Science or a related field of study, preferred.
  • Bachelor's Degree - Information security, Computer Information Systems, Network Security, Computer Science or a related field of study, preferred.

Working Conditions:

  • On-Site Location: Scottsdale, AZ
  • Business Travel: Moderate travel % of the time).
  • Provide twenty-four hour support for computer operation of production systems, as needed.

#LI-TH1

#LI-On-Site

EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws. To learn more, visit

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