Senior Corporate Support Associate

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The Opportunity:

We are seeking a Corporate Support Associate who will specialize in Executive Technology  Support. This person will monitor, track, resolve, and report on technical issues submitted by our Executive Leadership Team and their support staff. This role is primarily on site based on Executive attendance. The candidate must have expertise using and supporting Apple Products and Operating Systems. Outside of Executive Support, the candidate will be responsible for handling complex issues from company employees and working with the other technology teams to solve systemic issues. 

Position Summary:

The Corporate Support Associate is responsible for identifying, researching and resolving complex technical problems.  He/she works on the front line for all customer service-related technology questions and coordinates within the Corporate Support team and across the organization to ensure quality resolution in a timely manner.  He/she will provide advanced technical assistance to end users and will document, track, and monitor problems to enhance athena employees’ technology experience.  He/she will work on technical projects involving multiple departments and stakeholders. The Corporate Support Associate will report directly to the Corporate Support Manager.

Responsibilities may include, but are not limited to:

70 % [Primary Function]

• Executive Support

  • Serve as the Primary technician assigned to athena’s Executive Leadership Team (ELT) and their Executive Assistants (EA’s) for white-glove incident resolution and request fulfillment

  • Provide Meeting Support for all meetings where Executive Leadership members are a primary stakeholder, including Departmental All Hands, Board Meetings and Company Meetings

  • Implement Proactive measures to ensure optimal computer performance including software and hardware upgrades

  • Report  Executive technical issue summaries to athenaIT leadership

  • Job responsibilities are performed in office whenever executive leadership is on site

  • Escalate issues as necessary to other IT teams and serve as a liaison between these teams and the executives.

  • Travel with ELT may be required

  • Assistance may be needed outside of business hours for urgent issues.

• General Support

  • Assist in integrating new employees into the technology environment through onboarding timeframe;

  • Collaborate with employees across athena geographies throughout their tenure to make sure they have the tools and knowledge to be successful;

  • Assist in training new employees;

  • Share knowledge with colleagues and end users;

  • Create and maintain documentation for self-service and team knowledge base of team and share lessons with colleagues;

  • Take ownership of high-profile, complex issues

• Provide exceptional customer service to all end users

  • Consistently demonstrate exceptional customer service to all end users;

  • Act as a role model within the team by demonstrating flawless customer service etiquette;

  • Serve as a liaison between staff and technology to resolve issues and achieve desired results

• Enhance and support athena’s service offerings and technologies

  • Assist team in the resolution of corporate support helpdesk tickets within established Service Level Agreement timeframes;

  • Act as an escalation point for the Corporate Support Analysts for complex issues;

  • Guide the Corporate Support Analysts through the resolution of complex issues;

  • Own the life cycle of a help desk ticket from initial submission through resolution or escalation as appropriate;

  • Proactively identify systemic issues and triage to the appropriate internal teams;

  • In instances of escalated tickets, collaborate with internal technology teams to ensure timely resolution;

30%

• Assist in overseeing of vendor relations and technologies;

• Maintain equipment inventory;

• Identify opportunities for training and documentation and collaborate with senior team members on delivery;

• Rotate responsibility of queue management, ensuring that all tickets in the help desk queue are being addressed appropriately and timely;

• Improve efficiencies in day to day tasks

• Act as an example to the Corporate Support Analysts by teaching and role modeling the proper ticket work, customer service, and prioritization

• Other duties as assigned by the Corporate Support Manager

Education, Experience, & Skills Required:

• Experience providing IT support to executives and senior leadership

• Strong communication skills and ability to explain technological solutions to colleagues with a wide range of computer knowledgeStrong ability to prioritize, manage and complete multiple tasks and long-term projects accurately and efficiently;

• Expertise supporting Apple products including iOS and macOS in an enterprise environment;

• 5+ years of professional experience within service desk role;

• Understanding of network and infrastructure technologies;

• Proven track record of timely and accurate ticket work and documentation;

• Excellent customer service;

• Sustained history of proper ticket management including proper response times, ticket documentation, and successful resolution;

• Ability to work accurately, independently and efficiently through a heavy workload of varying ticket types;

• Expertise with the installation, configuration and troubleshooting of Microsoft Operating Systems and Microsoft Office Applications;

• Experience with troubleshooting and repairing conferencing and audio visual technologies;

• Experience with public speaking in front of medium-sized groups for training purposes