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Executive Desktop Support Specialist: Coordinates, diagnoses and troubleshoots executive support requests for level-2 and level-3 desktop support.
Provides support services to local and remote executive employees with technical problems and information technology issues involving desktop/laptop software, hardware or network services. Installs, configures and troubleshoots hardware including: laptops, workstations, printers, phones, video conference units and mobile devices. Responds promptly to escalations for technical support via phone and email 24x7. Maintains in-dept knowledge of all desktop systems and technologies in use and acts as the final escalation point for the team. Exercises sound judgment to provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel or management. Documents case status and provides updates to management, team and end-users in line with SFDC case management guidelines. Develops, documents, and maintains standard operating procedures, best practices and customer service guidelines relating to executive support support. Independently owns Information Technology projects and drives executive project deliverables for the team. Will be available to assist the executives 24x7 and may frequently travel with executives.
Support for Audio/Visual solutions
Windows and remote VPN support
Troubleshoot TCP/IP connectivity issues across a variety of technologies
Support Security Standards (anti-virus/anti-spam/firewall/patching)
Manage multiple vendor relationships
Work with Helpdesk, Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams to identify and resolve escalations and outages
Create and maintain user account information
(including access rights and group memberships)
Maintain passwords, data integrity, system access & security for Desktop technologies
Participate in interviewing, training and mentoring junior team members.
Drive quality and adherence to best practices within the team, including driving low complexity work to the Helpdesk.
Subject Matter Expert in multiple Desktop Technologies (Maintains documentation, provides training, point-of-contact for vendors and technical escalations)
Recommend hardware and software solutions, including acquisitions and upgrades.
Own document management and consolidation
Demonstrates strong customer service focus, problem solving and teamwork abilities.
Provides support and communicates appropriately across all levels of the organization internally and externally.
Balances competing priorities, multiple projects and operations tasks effectively to meet quality requirements and complete deliverables on time.
Exhibits perseverance in overcoming obstacles and completing work objectives.
Applies company policies and procedures when completing assigned tasks.
Takes initiative to work and develop solutions independently.
Exercises independent thought and judgement regularly to determine appropriate action.
Follows established procedures on routine tasks, requires instruction only on new projects or assignments and works under the supervision of the Director of Americas IT.
Comprehends communication from others; attends to messages from others; correctly interprets messages and responds appropriately.
Uses verbal and non-verbal inputs to assess understanding of both customers and other IT staff; presents message in various ways to enhance understanding.
Follows accepted language standards, uses syntax, pace, volume, diction, and mechanics appropriate to the media being used.
Quickly gains knowledge, understanding, or skill; readily absorbs and comprehends new information from formal and informal learning experiences.
Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error.
Approaches change objectively; treats change and new situations as opportunities for learning or growth.
A minimum of 5 years experience in desktop support in a professional environment is required
Proven track record in customer service
BS in IT, CS or related discipline
In depth knowledge of Polycom and Video Conferencing solutions
Familiar with Windows Server 2000\2003 and Exchange 2007
MCSE/Cisco/Linux or Mac certifications
Knowledge of Cisco software and hardware a plus
Knowledge of Mac Systems Administration a plus
Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication)
= 1 Market (Landmark, Stuart, Spear towers,) 1 California
salesforce.com - 20 months ago
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