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Senior IT Concierge

2 months ago

Bloomington, Illinois, United States MITRE Full time

About the Role

The MITRE Service Desk is seeking a highly skilled and experienced Executive/VIP Support Technologist to join our team. As a key member of our Service Desk, you will be responsible for providing exceptional technical support to our senior executives and VIPs, ensuring seamless and efficient resolution of their IT and AV equipment, software, and conferencing system needs.

Key Responsibilities

  • Primary contact for senior executive and VIP support, providing timely and effective resolution of technical issues
  • Provide remote support for executives at remote locations or traveling, with flexibility to adapt to changing support hours
  • Prioritize and manage Executive/VIP support needs, providing weekly reporting to Service Desk leadership
  • Diagnose and resolve technology issues, including Windows, macOS, iOS, Office 365, LAN, VPN, mobility devices, hardware, and peripherals
  • Collaborate with engineering and operational support teams to ensure effective support and resolution
  • Support executive meetings and events, ensuring seamless technical execution
  • Follow defined Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution
  • Some travel required (10%)
  • Must be able to work onsite 5 days a week

Requirements

  • Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a PhD with relevant experience who can immediately contribute at this job step; or equivalent combination of related education and work experience
  • Must be a U.S. Citizen and possess or be able to obtain a Security Clearance
  • Minimum 5 years' experience working in corporate IT support with at least 1-2 years' experience directly supporting senior executives
  • Ability to manage multiple priorities, coordinate activities, and manage expectations
  • Excellent time management skills
  • Strong interpersonal skills and ability to work effectively across all levels of the organization, handling each request with discretion, tact, diplomacy, and patience
  • Strong analytical and problem-solving skills across a wide range of technology
  • Expert knowledge of Windows 10/11, macOS, iOS, and Microsoft Office Suite products
  • High school diploma or equivalent, degree preferred
  • Excellent customer service, communication, and troubleshooting skills
  • Demonstrated ability and desire to quickly learn and apply new technologies
  • Ability to work both independently and collaboratively with colleagues
  • Ingenuity for applying a set of technical skills across multiple subject matter domains
  • Excellent written and verbal communication and presentation skills

Preferred Qualifications

  • Undergraduate degree or equivalent experience, with a focus on technology
  • ITIL v4 Foundation certification or equivalent experience
  • CompTIA Security+, CompTIA A+ Certification, HDI SCA certification a plus
  • Apple Certified Support Professional (ACSP) or Microsoft Office Specialist (MOS), or equivalent demonstrable experience