Executive Desktop Support Specialist

Why work at Entegris?
Lead. Inspire. Innovate. Define Your Future.
Not everyone who works for a global company shares the same background, experiences and perspectives. We leverage the differences of our employees to bring new ideas to the table. Every employee throughout the company is encouraged to share input on projects and initiatives. Our decision making process is truly a collaborative effort as we realize there are leaders at every level of the organization. We put our values at the core of how we operate as an organization — not just when it’s convenient, but in a lasting and meaningful way. We want the time and energy you spend here to have a positive impact on your life inside and outside of the office.

Entegris is a values-driven culture and our employees rally around our core PACE values: 
 

People 
Accountability
Creativity
Excellence

Please note: This will be an onsite opportunity located in Billerica, MA.

The role:

The Executive Desktop Support Specialist will be responsible for providing IT support to our executive leadership team on-site and remotely. In this role, the Executive Desktop Support Specialist will serve as the single point of contact for the operation of all technology-related equipment and services used by the executives and administrative staff. A qualified candidate will have technical proficiency, exceptional communication skills, and the ability to prioritize, influence, and manage multiple priorities effectively. 

What you'll do:  

• Provide white glove concierge-style support for technical issues, including but not limited to; hardware, software, accessories, mobile devices, meeting & conference rooms, and video production

• Provide prompt, confidential, and reliable 2nd and 3rd level technical support for a wide range of IT issues

• Coordinate with IT teams and other parts of the organization to resolve issues and provide modern technology solutions

• Maintain poise in stressful situations; maintain a professional demeanor under all circumstances

• Serve as the single point of contact.  Owning all client IT issues through resolution; keeping active involvement on issues owned by other teams

• Build IT portfolio for each Executive according to their specific setup ensuring it meets all security controls, monitoring, alerting and resiliency configurations

• Mature our executive support service delivery, reporting, monitoring, and standards

• Provide an elevated level of customer service with excellent written and verbal communication skills for IT and business audiences  

• Create and maintain documentation to ensure efficient and accurate departmental operations locally and globally

• Perform tasks to improve the efficiency and reliability of the computing environment which includes process improvement, automation, and technical solutions

• Follow IT Service Management Process (Incident, Change, Asset, Request, etc.) which include tracking data, the submission, and timely updates of tickets

• Interface with third-party support and vendors, as necessary

• Ensure 24/7 support availability

• Occasional travel may be required

What we seek:  

• 5+ years of IT Desktop (Service and Support) required

• Bachelor’s degree in computer science - preferred

• Previous experience supporting C-Level and Senior Leadership staff - preferred

• ITIL Foundations Certification & experience using Enterprise ITSM Tools; ServiceNow - preferred 

• Demonstrated ability to create effective and engaging communication

• Customer service mindset and sense of urgency

• Experience working in a large, multi-national corporation

• Excellent organizational skills and ability to plan and prioritize effectively

• Excellent knowledge of conference room technology; including MS Teams and in-room technology

• Extensive knowledge of both Windows 10 and Windows 11 operating systems  

• Ability to troubleshoot and diagnose PC hardware and software problems, using various resources, techniques, and creativity

• Ability to perform PC backup, recovery, and installation

• Extensive knowledge of Office 365 applications

• Experience with Windows Active Directory / Azure AD 

• General understanding of network systems

• Ability to lift and carry 25 pounds

• Self-starter, proven track record of working independently and as a member of a successful team