IT Analyst II

The IT Analyst II provides dedicated, white-glove technical support to diamond and platinum care users. This role is responsible for delivering exceptional customer service, resolving technology issues with urgency and professionalism, and ensuring a seamless technology experience for their customers. The analyst serves as a trusted advisor, proactively managing support needs while maintaining the highest levels of confidentiality, discretion, and customer satisfaction.

KEY RESPONSIBLITIES

Executive/VIP Support Provide personalized, high-touch technical support for executives, senior leaders, and key stakeholders. Serve as the primary point of contact for executive technology issues, requests, and escalations. Deliver rapid diagnosis and resolution of hardware, software, network, mobile device, and collaboration platform issues. Coordinate and facilitate executive onboarding, office moves, travel support, and technology setup. Technical Support & Troubleshooting Support Windows and macOS devices, mobile devices, peripherals, and conferencing technologies. Troubleshoot issues related to Microsoft 365, Teams, Outlook, SharePoint, OneDrive, and related enterprise applications. Provide support for conference rooms, executive presentations, virtual meetings, and special events. Perform advanced troubleshooting and coordinate with technical teams when escalation is required. Customer Experience Deliver exceptional customer service with a focus on responsiveness, professionalism, and communication. Maintain regular communication with customers throughout the lifecycle of support requests. Develop trusted relationships with executive stakeholders and their administrative assistants. Proactively identify opportunities to improve executive technology experiences. Incident & Service Management Manage incidents and service requests through established ITSM processes. Ensure timely documentation, tracking, and resolution of support tickets. Monitor and prioritize executive-related escalations to meet service level expectations. Create and maintain knowledge articles and support documentation. Security & Compliance Adhere to all company security, privacy, and compliance policies. Handle sensitive and confidential information with discretion. Support endpoint security, software updates, and compliance initiatives for executive devices. Promote cybersecurity awareness and best practices among executive customers. Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable. #J-18808-Ljbffr Socket.dev