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IT Support Specialist for Executive Services

2 months ago

Houston, Texas, United States TEKsystems Full time

JOB SUMMARY & OBJECTIVES

The User Support Specialist plays a crucial role in providing exceptional IT assistance to local offices while collaborating with other teams to support the Firm's Partners and C-Suite Executives. The Office Technology Support department is dedicated to managing user IT, software, hardware, audiovisual (AV), and telephone support, delivering a premium service experience for local users. This position requires a committed and diligent professional eager to enhance their IT expertise and contribute significantly to a technology support service.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

CORE RESPONSIBILITIES:


• Serve as a point of contact for clients through various communication channels, including email, phone, ticketing systems, or in-person interactions as necessary.


• Address user inquiries promptly and effectively, troubleshooting issues related to hardware, software, networks, AV, and telephony.


• Prioritize and manage IT support for VIPs and Executive Suite members, ensuring swift resolutions and personalized service.


• Cultivate and maintain strong relationships with VIPs, gaining insights into their specific needs to provide customized IT solutions.


• Implement proactive IT maintenance and support for VIPs to avert potential issues and deliver immediate assistance on-site or remotely when required.


• Collaborate with other departments to guarantee VIPs have uninterrupted access to all technology-related services while ensuring the security of their confidential information.


• Diagnose and resolve technical challenges associated with desktops, laptops, various operating systems, applications, peripherals, and mobile devices.


• Escalate issues to the appropriate support teams with the guidance of the OTS Manager, maintaining visibility to ensure efficient resolution of all escalations.


• Prioritize support requests and keep clients updated on the status of their inquiries.


• Maintain precise records of all service desk interactions, including issue descriptions, troubleshooting steps, and resolution details.


• Utilize knowledge base articles and departmental documentation to identify solutions.


• Participate in team meetings, training sessions, and service improvement initiatives both locally and globally.


• Assist in planning, scheduling, and executing computer equipment installations, imaging, upgrades, and effectively escalating user requests and trends as necessary.


• Support the planning and facilitation of training workshops aimed at enhancing skills in specific IT areas based on support call trends.


• Help maintain an inventory of all stock, including laptops, desktops, phones, mobile devices, printers, and all desktop-based IT peripherals.


• Assist with the setup, configuration, and troubleshooting of AV equipment for meetings, conferences, and events, providing guidance to users as needed.


• Undertake any other ad-hoc duties or projects as required by the OTS management team.


• Collaborate with third-level support to diagnose and troubleshoot escalated issues.


• Perform additional duties as necessary.

EDUCATION

REQUIRED


• Associate's degree or completion of 2 years of college coursework.

PREFERRED


• CompTIA A+, Network+ certifications are ideal.

SKILLS AND EXPERIENCE

REQUIRED


• 2 to 4 years of relevant experience.


• Strong verbal and written communication skills.


• Exceptional attention to detail.


• Ability to work collaboratively within a team environment.


• Capacity to follow instructions provided in written, oral, or diagram form.


• Ability to thrive in a fast-paced environment and meet deadlines.


• Proficiency in the latest version of MS Office Suite, Office 365 (e.g., Outlook, Word, PowerPoint, Excel).


• Familiarity with Document Management Systems (DMS), such as File Site/iManage.


• Knowledge of PDF software (e.g., Nuance (Kofax) and Adobe Pro), collaboration tools (e.g., MS Teams), and audio/video software (e.g., Zoom) is preferred.


• Strong customer service skills with the ability to interact effectively with upper management, providing a premium service experience.


• Proficient in configuring, installing, and maintaining PC operating systems and related devices.


• Experience in supporting handheld devices and associated software.


• Strong troubleshooting skills for hardware and PC peripherals.

Skills:

Office 365, Windows OS, hardware, mobile devices, laptops, MDM, Intune, iManage, Teams

Top Skills Details:

Office 365, Windows OS, hardware, mobile devices, laptops, MDM

Additional Skills & Qualifications:

Candidates must have experience supporting executives and possess excellent communication and customer service skills.

Experience Level:

Expert Level

About TEKsystems:

We are partners in transformation, assisting clients in activating ideas and solutions to leverage new opportunities. Our team of 80,000 professionals collaborates with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. This is the essence of true partnership. TEKsystems is part of the Allegis Group.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.