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IT Executive Support Specialist

2 months ago

Scottsdale, United States EquiTrust Life Insurance Co. 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.
- 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 10.15+ 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 (10 - 20% of the time).
- Provide twenty-four hour support for computer operation of production systems, as needed.

LI - TH1

LI - On-Site