Executive Technical Customer Service Specialist

Executive Technical Customer Service Specialist

The Executive Technical Customer Service Specialist delivers high-touch technical support and customer service to executive-level staff while also supporting broader staff needs as assigned. This role serves as a trusted point of contact for hardware, software, application, and workflow issues, combining strong technical judgment with clear communication, discretion, and responsive follow-through.

Duties/Responsibilities:

• Serve as the primary contact for all technical support inquiries staff and be the primary executive-level staff, addressing hardware, software, applications, and workflow-related issues through various channels such as support portals, phone, email, chat, and in-person.
• Provide personalized technical support to executive-level staff, addressing their unique needs and ensuring high satisfaction levels.
• Provide general support to all staff as required and assigned.
• Communicate effectively with executive-level staff, providing clear and concise information and updates on their issues.
• Troubleshoot and resolve complex technical issues independently when appropriate, and escalate issues with clear documentation when specialized support or broader coordination is required.
• Utilize the ticketing system to assign tickets to the appropriate technician or department.
• Identify incident trends requiring further analysis and contribute to the creation of problem records for escalated incidents.
• Deliver exceptional customer service by communicating professionally, comprehensively, and promptly for all incidents and requests.
• Manage and resolve incidents and service requests within established service level agreements (SLAs).
• Create, maintain, and review technical documentation and knowledge base articles that improve consistency, support repeatable service delivery, and help staff resolve common issues.
• Perform additional duties as assigned.
• Conduct training sessions or create instructional materials as needed.
• Apply technology governance policies and standards in alignment with AOD policies, including appropriate handling of access, data, systems, and support practices.
• Stay abreast of emerging technologies and trends relevant to AOD strategy and needs.
• Identify opportunities for technology-driven innovation and research.

Required Knowledge/Skills/Abilities:

• Microsoft 365 administration and management.
• Strong knowledge of MS 365 services, including Exchange Online, SharePoint Online, OneDrive for Business, and Teams.
• Familiarity with security and compliance best practices.
• Technical knowledge of primary suite of applications including but not limited to Adobe, SharePoint, cloud-based storage and access systems, RingCentral or equivalent Unified Communication Systems, Smartsheet, and Zoom.

The ideal candidate will have exceptionally strong:

• Oral and written communication skills.
• Analytical and problem-solving skills.
• Interpersonal skills.
• Sound judgment.
• Self-direction, with the ability to work independently with little or no oversight.
• Organizational and project management skills and methodology.
• Ability to prioritize tasks while managing multiple projects simultaneously, paying attention to details and meeting deadlines.
• Ability to work effectively, decisively, and professionally under pressure and tight deadlines.
• Collaborative and strategic working skills with various staff and stakeholders.
• Willingness to work on a flexible schedule, including occasional nights and weekends.

Education and Experience Requirements:

• Bachelor's degree preferred in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum 5 to 7 years' experience in information technology.
• Relevant technical or service management certifications are a plus, including Microsoft 365, Microsoft Endpoint, ITIL, CompTIA, or other certifications related to technical support, customer service, systems administration, or service desk operations.

Physical Requirements:

• Prolonged sitting and working at a desk with repetitive motion working on a computer.
• Ability to lift up to 40 pounds at a time.
• May involve some standing, bending, and walking.

Travel Required:

• Reliable transportation and ability to travel independently throughout the Archdiocese of Detroit and the United States.

Additional Requirements:

• Must agree, upon acceptance of an offer of employment with the Archdiocese of Detroit, not to engage in, nor endorse, any actions or beliefs contrary to the teaching and standards of the Roman Catholic faith and morality.
• Must demonstrate understanding, respect, and support for Catholic Church teaching, mission, and values.
• Must maintain strict confidentiality regarding any archdiocesan information gained within the Archdiocese of Detroit.
• Knowledge of the Roman Catholic faith, its institutions, policies, and practices is a plus.
• Must have a valid driver's license and a safe driving record.
• After hours support when required.