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Executive IT Support Sr. Analyst

Date: May 12, 2021

Location: Chicago, IL, US

Company: James Hardie

James Hardie is looking for an Executive Support Technician to provide world-class support to our executive team. This person will be responsible for delivering and supporting the latest technology while maintaining a high level of reliability. To be successful, this person must show initiative, be motivated by technology and customer service, and have great attention to detail. Excellent communication skills are required and frequently utilized in this position

 

Position Responsibilities

 

  • Serve as a point of contact for the executive leadership team and the executive assistants who support them.
  • Establish trust and maintain a high level of discretion for all Executive Support activities.
  • Create and execute detailed plans around executive-level projects and/or tasks.
  • Accurately manage crisis escalation with technical teams in the pursuit of resolving complex issues.
  • Serve as an escalation point for our global service desk team.
  • Perform installations, replacements, upgrades, and other hardware/software related tasks as needed.
  • Create and contribute to various forms of documentation (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
  • Provide hands on training on IT rollouts to executives and executive admin teams.
  • Proactively seek out projects to improve the support experience.
  • Provide Audio/Video support for high-priority Events and Meetings.
  • Travel, on occasion to provide technical support.
  • Provide 24 x 7 support in an on-call rotation.


 

The position responsibilities outlined above are in no way to be construed as all encompassing.  Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

 

Position Requirements

 

Knowledge, Skills, and Abilities:

Required:

  • Excellent customer service skills.
  • Excellent organizational skills, including the ability to work effectively under pressure and manage multiple priorities.
  • High standards of professionalism and integrity.
  • Ability to exercise judgment and discretion in applying and interpreting department rules, regulations, policies, and procedures.
  • Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
  • Ability to explain technical issues in a non-technical way
  • Willingness to work as part of a team and contribute to the success of the group.
  • Demonstrated ability to identify and understand complex issues and resolve executive inquiries and develop appropriate solutions quickly and effectively.
  • Demonstrated ability to effectively take action to solve advanced problems while exhibiting sound judgment and successful stress tolerance.
  • Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
  • Results-oriented to ensure delivery of appropriate products and services in an accurate, complete, and timely fashion.
  • Ability to travel up to 10% of time.
  • Ability to report to downtown Chicago office from Day 1

 

Education/Experience:

Required:

  • Bachelor's degree in Computer Science, related field or equivalent experience.
  • 5+ years of experience showing increased responsibility performing helpdesk/service desk and IT functions for a diverse user base
  • 3+ years of experience working directly with Executive and Director level employees.
  • 5+ years of experience troubleshooting Windows and Apple iOS; Mac OS, Android, Webex nice to have
  • Experience with Active Directory, Microsoft Exchange (EMC), Outlook Web Access and Office 365.
  • Experience with client-side troubleshooting of network services (i.e. DNS, DHCP, etc).

 

Other Qualifications

  • Analytical and creative problem-solving skills for design, creation and testing of systems
  • Communication skills to communicate system proposals to management and customers and provide systems diagnoses and resolution for current systems
  • Interpersonal skills to interact with customers, senior level personnel, and team members
  • Organization skills to balance and prioritize work
  • Leadership skills to assist less experienced personnel
  • Ability to integrate moderately complex hardware and software systems
  • Ability to work independently and as part of a team

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Nearest Major Market: Chicago

Job Segment: Service Desk, Computer Science, Testing, Technical Support, Information Technology, Customer Service, Technology