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Job Overview

Are you looking to join a fast paced, dynamic team where you can put your interpersonal skills to use while solving technical problems for our senior leadership team?  ӣ»¨¶¯Âþ is looking for a dynamic and customer-focused Desktop Support Analyst for Executive Support in their Mountain View headquarters.  If you love working in a culture of lean experimentation and rapid iteration, we've got a challenge for you!

The role of the Desktop Support Analyst 3 – Executive Support is to assist our most senior level executives (Founder, CEO and direct report staff) and their administrative assistants with all facets of the corporate computing environment. The analyst must combine an understanding of the latest Mac & Windows technology with firsthand experience. In addition, this Analyst will be looked upon as the ‘go to’ lead technical resource for any and all IT related support requests, e.g. exchange mail/calendar, mobile devices, desk phones, collaboration and communication services. Excellent communication and interpersonal skills combined with superior technical skills are essential to providing the highest level of support to the senior executives.

Responsibilities

• Serve as primary support analyst for Senior Executive Leadership and Senior Executive Assistants who require complex desktop, remote, video conference and event support.
• Ability to analyze and troubleshoot complex software, hardware and connectivity issues as well as recommend and implement corrective solutions.
• Work on complex and highly confidential/sensitive assignments that will include drawing in of specialized expertise whenever necessary, normally receiving no instructions on routine work or general instructions on new assignments.
• Key participant in global projects requiring detail oriented, highly collaborative, analytical, results driven approach while keeping key stakeholders informed
• Must possess excellent customer service skills and ability to interact professionally with diverse executives, managers and subject matter experts
• Ability to respond quickly, understand & articulate root cause on customer issues; proactively provide advice to prevent future service incidents.
• Ensures established SLAs are met or exceeded specific to response and resolution times
• Contribute to Knowledge Base and keep process documentation up-to-date.
• Proactively take on projects and initiatives with minimal to no supervision.
• Often become escalation point and take over issue resolution from an Analyst 1 or 2 if the problem cannot be quickly resolved or requires specialized technical knowledge beyond the Analyst 1 or 2 skills. May act as a “specialist” in a particular discipline.
• Provide input to senior executive assistants on processes and Technology roadmaps for executive needs, including travel and other offsite engagements
• Act independently to determine methods and procedures on new assignments and may supervise the activities of a limited number of other nonexempt employees.

Qualifications

• Minimum 5-7 years of Desktop Support 3 / Team Lead experience with at least 2-3 years of direct senior level Executive Support for both PC and Mac required.
• Minimum of an Associate's Degree in a computer technology or equivalent from two year College or technical school or equivalent relevant experience
• Advanced knowledge of Exchange Mail & Executive Scheduling / Calendars, Active Directory, Software Distribution Systems, and related technologies.
• Advanced knowledge (based on both training and on-the-job experience) of a wide range of computer systems software, applications (including MS Office suites), hardware, PC and OSx operating systems, and communications.
• Advanced knowledge of network computing in a Windows & OSX environment & working knowledge of networking fundamentals.
• Strong experience with video conferencing technologies and collaboration tools & platforms, e.g. Cisco, Poly, Slack, Box, Google Suite
• Preferred certifications: ITILv4, ACMT, CCT, CompTIA
• Support experience in a corporate enterprise environment medium to large company (7000+ employees)
• Outstanding ability in problem solving, diagnosis and troubleshooting skills
• The ability to work under pressure and multi task in a fast paced environment is a must.
• Excellent verbal & written communication skills, superior customer handling skills and the capacity to work with minimum supervision.
• Ability to work independently and within a team environment; taking and following directions and completing tasks and assignments in a timely manner and with a positive attitude.
• Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
• Familiarity with encryption and security tools and triaging within this environment.
• Occasional travel and overtime (early morning, evenings, weekends) may be required to support offsite meetings or after-hours emergencies.