1. Executive Technical Support Specialist
Position Summary:
The Executive Technical Support Specialist provides the highest levels of customer service and
support for all technology needs of the Executive Office. This role is the single point of contact
for all IT related activities, earning the required trust in order to function at this level effectively.
This role is responsible for ensuring that the technology needs of the Executive team members
are met through pro-active solutions that are well constructed and executed, well communicated
and operating properly. This role is responsible for working autonomously and making critical
independent decisions impacting the Executive Team member’s technology.
Responsibilities:
 Ownership and management of all technology currently used by the Executive team
members, understand how it’s being utilized and proactively address possible
technology challenges that may arise in day to day activities of Executive incidents,
tasks, problems, moves and changes to ensure successful resolution
 Escalation and mediation of incidents to internal and 3rd party vendors when necessary
while retaining ownership
 Manages the deployment of new systems, policies, and procedures to the Executive
team members, including documentation of new and existing processes and ensuring
constant accuracy and relevance
 Respond quickly to technology outages affecting the Executive team members and
Executive Assistant(s) to restore service as quickly as possible, on a 24/7 basis as
needed
 Travel to Executives’ homes to provide system, network and hardware firewall support
 Focus on business technology tools such as Blackberry, laptop, desktop, mac, iPad,
iPhone, remote access, instant messaging, etc.
 Work with Senior Executives, Executive Assistants, and Desktop Support to develop a
support plan and technology roadmap for executive technology needs, including, but not
limited to, travel and other offsite engagements
 Working in partnership with Desktop Support and Engineering Teams to set, understand,
and follow the established technology standards and support processes as appropriate
 Provide feedback based on Executive team members input and usage; develop ideas for
new and improved solutions based on needs and emerging technology. In conjunction
with Desktop Support, establish and monitor metrics on service delivery and customer
satisfaction

2. Requirements:
*Bachelor's degree in related technical area or equivalent technical training/experience
*Minimum three years’ experience providing desktop support services to senior executives
*Minimum three years direct customer service experience
*Minimum five years of user support experience, troubleshooting hardware, and software
problems
*Minimum of two years’ experience in a supervisory, lead or management role in a technology
area
*Professional experience with current Windows OS, Apple OS and hardware, The Microsoft
Office Suite (2007, 2010 and 2013) as well as Microsoft *Exchange, Outlook, and LYNC 2013
*Experience managing projects, particularly those impacting end users
*Experience in global support
*Professional experience with VOIP and mobile technologies preferred
*Experience in a network environment, specifically TCP/IP preferred
Competencies:
*Excellent interpersonal skills and effective time management skills
*Executive presence: ability to work with and communicate with VIP level executives and treat
confidential matters with great discretion
*Excellent attention to detail, decision making, and problem solving skills
*Superior customer service focus
*Ability to be on-call for off-hours support 24/7
*Works well under pressure and with deadline driven tasks; can problem solve quickly and
efficiently
*Ability to communicate technical information, coaching, and instruction to a non-technical
audience in a clear and coherent manner. Strong communication skills
*Ability to proactively take on and manage small or large tasks and projects
*Ability to work with a broad constituency and have tolerance for the different work styles of the
various clients
*Must be able to work in a changing, highly detailed environment
*Ability to work ambiguously and make independent judgment calls
*Workload and tasks within ambiguity
*Extensive, in-depth knowledge of end user issues in areas ranging from office automation,
desktop support, e-mail, commercial-off-the-shelf software packages, telecommunications voice
and data networks, applications support, web technologies, IT security, and global travel
support
*Experience with startup organizations a plus
*Work directly with others collaboratively (Global Travel Services, Administrators, etc.) to
ensure smooth function of all IT tools and resources for client use