Planet Pharma
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http://www.theplanetgroup.com
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Under the guidance of either the Manager or Director of IT Operations, the Executive Support Analyst will be responsible for optimizing employee productivity by effectively managing and supporting enterprise infrastructure applications and services under the Infrastructure & Operations team. The position will be the primary contact for day-to-day IT support needs for VIP employees. The successful candidate will be part of the Operations Team, primarily supporting the company's Executive and Clevel employees. This candidate will join a team of technicians crucial in providing quality support for remote and local employees.
Executive Support
Audio Video Support
Technical Support
Customer Service
Executive Support Analyst
55 Cambridge Parkway, Suite 700W Cambridge, MA 02142 US
Posted: 05/02/2023
2023-05-02
2023-07-07
Employment Type:
Contract
Job Category: Infrastructure & Helpdesk
Job Number: 562931
Is job remote?: No
Country: United States
Job Description
Under the guidance of either the Manager or Director of IT Operations, the Executive Support Analyst will be responsible for optimizing employee productivity by effectively managing and supporting enterprise infrastructure applications and services under the Infrastructure & Operations team. The position will be the primary contact for day-to-day IT support needs for VIP employees. The successful candidate will be part of the Operations Team, primarily supporting the company's Executive and Clevel employees. This candidate will join a team of technicians crucial in providing quality support for remote and local employees.
Executive Support
- 24/7/365 availability to provide white-glove hands-on or remote support to VIP employees.
- Complete ownership that results in successful and timely resolution of all VIP support requests.
- Must have extensive knowledge supporting MacOS.
- Must have experience working with JAMF.
- Excels in the ability to decipher technical IT information and clarify it for senior employees.
- Responsible for maintaining the confidentiality of sensitive and/or classified types of informational
documents. - Support both local and off-site events – travel may be required.
- Advise VIPs on technology best practices and perform preventative maintenance with our IT standards and support recommendations.
- Maintain the highest level of adaptability by being attentive, enthusiastic, resourceful, and showing a sense of urgency and professionalism.
- Should be well organized and have exceptional managing skills, and be able to act without guidance.
- Must be proactive and maintain constant communication with Executives and Leadership teams.
Audio Video Support
- Townhall & Board meeting support: Setting up and installing microphones, lights, video monitors, projectors, speakers, and video cameras.
- Experience with event coordinators to discuss audio, lighting, and video requirements.
- Conducting sound, visual, and performance quality checks on various AV equipment.
- Purchasing, testing, and operating sound and visual equipment for live events.
- Troubleshooting equipment and ensuring events run smoothly.
Technical Support
- Must have extensive knowledge supporting MacOS.
- Must have experience working with JAMF.
- Expert knowledge in Outlook, Excel, Word, Visio, and PowerPoint.
- Experience with virtualized environments and software (AWS, Azure Virtual Desktop, etc.)
- Experience with Office 365. Must be familiar with all aspects of O365, including Exchange, SharePoint, Teams, etc.
- Experience supporting smartphones, tablets, etc. (iOS & Android).
- Windows 10 & Windows 11 OS configuration and support.
- Comprehensive experience using ITSM platforms such as ServiceNow, Jira, etc.
Customer Service
- Must be comfortable speaking and working directly with Executives in potential high-stress, fastpaced situations.
- White glove concierge-level IT support with a focus on outstanding customer service.
- A high degree of diplomacy with the ability to see and rationalize multiple points of view.
- Sound administration and interpersonal skills. Must be able to interact effectively in a team and individual work environment
- Generate customer-facing documents, runbooks, training aids, quick reference guides, and other aids to make employees self-sufficient.
- Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines.
- Ensure our SLA (Service Level Agreement) standards are met.
- Prefer an Associate Degree in Computer Science or 5 years of relevant IT experience.
- Prefer IT Certifications such as CompTIA A+, Network+, ITIL Foundation, and HDI Tech Support Professional.
- 5+ years of experience in IT support activities focusing on VIP/Executive level support.
- 5+ years of hands-on experience supporting Microsoft desktops/laptops, Apple, and Android mobile devices such as iPads, tablets, iPhones, etc.
- Ability to absorb and retain information quickly and to present ideas in a user-friendly language.
- Proven analytical and problem-solving abilities.
- Exceptional customer service skills.
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