Executive Support Technician

Executive Support Technician

The Executive Support Technician provides technical support to internal and external customers. This role serves as a subject matter expert in their specific areas of support.

The Executive Support Technician will provide white-glove, concierge service for CDW Executive Council members and their assistants. This service includes but is not limited to the support of executive meetings, home offices, and media and conference events by managing all aspects of planning, setup, and facilitation of technical logistics. This resource must be extremely polished, able to interact with executives, understand their sense of urgency, and have excellent verbal and written communication skills in accordance with outstanding organizational and project management skills.

Key Areas of Responsibility

• Provide first class customer support to key stakeholders.
• Identify, document, and recommend ways to streamline process and improve efficiency.
• Follow existing guidelines and processes.
• Serve as a subject matter expert for existing coworkers. Manage complex technical issues.

Other Responsibilities

• On-site, off-site, and telephone support for all technology.
• Primary support contact for key technology such as printers, laptops, desktop and mobile devices as their use pertains to defined executives and their support staff.
• Experienced in communications and audio-visual collaboration technology (Cisco video conferencing, WebEx, MS Teams, etc.)
• Management of desktop technology-related research projects.
• Resolve problems through research or consulting with the appropriate technical personnel as necessary.
• Researching, testing, and evaluating new technology products and solutions Identification and recommendation of process improvements.
• Training of backup Executive Support Personnel.

Education and/or Experience Qualifications

• High School Diploma or equivalent and 4 years of experience in IT related field, OR
• Associate's degree and 2 years of experience in IT related field.

Required Qualifications

• Apple Certification or 3+ years managing and deploying Apple devices in an enterprise environment.
• Ability to work independently and with minimal supervision.
• Demonstrated organization, multi-tasking, and time management skills.
• Excellent verbal and written communication skills with the ability to effectively interact with stakeholders and leadership.
• Strong ability to multitask and manage multiple issues at once.
• Strong attention to detail Strong interpersonal skills.
• Ability to write and present information and documentation.
• 3 years experience leading desktop related projects or initiatives that are large in scope or scale.
• Flexible working hours and must be willing to respond to on-call after hours for support.
• Lift up to 50 lbs, with or without assistance, on occasion.
• Lift up to 20 lbs, unassisted on a regular basis.
• 3 years experience: providing in-person, walk-up or remote support, installing/uninstalling PC and Apple hardware, performing mass workstation deployment and migrations.