IT Executive Support Analyst

Apogee Services Inc.

Apogee Enterprises, Inc. (NASDAQ: APOG), was founded in 1949 and is headquartered in Bloomington, MN. Apogee is a growing, profitable company with annual revenues approaching $1.5 billion. We provide distinctive metal and glass solutions for enclosing commercial buildings, and glass and acrylic solutions for picture framing and display applications. Brands in the Apogee portfolio include Alumicor, EFCO, Harmon, Linetec, Tru Vue, Tubelite, and Viracon. www.apog.com

Position Summary

The Executive Support Analyst is a specialized role focused on providing high-level technical support to senior executives and C-suite members (both remote and office based) within the organization in addition to the Apogee Corporate office staff. This role ensures that critical IT systems, hardware, software, and devices used by executives function smoothly and securely, allowing them to perform their duties without technical disruptions. The ideal candidate is proactive, highly responsive, possesses exceptional communication skills, and has a strong ability to handle sensitive information with discretion. 

Responsibilities

Executive IT Support

• Serve as the primary point of contact for IT support to senior executives and their teams, ensuring operation of their IT infrastructure including desktops, laptops, mobile devices, and network access.
• Ensure service requests are acknowledged and resolved in a timely manner with a high degree of urgency, customer service and technical expertise.
• Deliver personalized IT services tailored to executives’ preference and work schedules.
• Follow the established Service Desk processes to respond to end-user requests, create detailed work tickets and resolve or escalate issues as appropriate.
• Support executive administrators and provide daily check-ins with the admins to handle all meeting room, mobile and office phone issues.
• Assist executives visiting the facility with their technology needs.

Corporate Office IT Support

• Provide support for Apogee Corporate endpoints including, but not limited to, desktops, laptops, printers, mobile devices, AV and VoIP equipment, as well as standard software applications.
• Provide day-to-day support for meeting room equipment and processes, user devices and software (O365, Intune, Duo, MS Teams, Webex, etc.).
• Ensure service requests are acknowledged and resolved in a timely manner with a high degree of urgency, customer service and technical expertise.
• Work with other teams to ensure accurate timely and consistent new users set-up (hardware, client, system access, telephone, etc.), assist with user terminations, and maintain user access to systems (reset passwords, disable access, etc.). 
• Provide new hire orientation/overview to ensure a smooth user experience receiving, setting up and understanding the IT equipment, how to use, who to contact, logging on, etc.
• Work with other Service Desk and IT Operations team members in managing and troubleshooting issues or requests.
• Augment Network, Operations and Server Storage projects while working with members of the Network, Operations and Server Storage Teams as needed. 
• Maintain an accurate inventory of all equipment, software and software licenses.
• Provide on-call support for off hours as needed.
• Develop and maintain productive relationships with the Corporate teams.

Provide project and departmental support:

• Assist IT and other technology teams in coordinating and ensuring the successful execution of projects. This may include hardware installation and maintenance, software installation, user training, network management, and ensuring data security and control requirements are met.
• Assist in planning, gathering requirements, and managing IT initiatives relating to executive and facility operations.
• Identify, monitor and communicate technical risk factors, issues, status and results to IT management.

• Act as a technical resource and mentor for other Service Desk Analysts.
• Monitor ticket queues and manage service requests, resolving problems and escalating issues as needed.

• Assist in analyzing user endpoint support issues and resolutions to identify trends and support shortfalls.

• Assist in identifying technical solutions to satisfy business requirements, within standards, and meet SLAs.
• Available for off hours to provide remote support. (Rotate on-call with other SD members)
• Provide Apogee Service Desk Support to other locations as time allows, but primary role is to provide support to Apogee Corporate HQ customers.

Personal Attributes for Success:

• Excellent in customer service skills, patience, and etiquette.
• Takes an organized, professional, calm approach to tasks and is not easily overwhelmed by multiple priorities. 
• Ability to work under pressure in order to meet deadlines and flexible/adaptable approach to the position demands.
• Strong communication skills and ability to explain technological solutions clearly and concisely to colleagues with a wide range of computer knowledge.
• Strong technical background in required technologies.
• Be thorough with solid attention to detail.
• Demonstrate ability to continuously improve performance and increase efficiency by analyzing tickets, recommending process improvements, creating job aids etc.
• Be able to develop and communicate practical approaches to customers, management, and other IT teams.

Qualifications

• Undergraduate degree in MIS, Computer Science or equivalent highly desired
• A bachelor's degree is preferred but may be substituted with appropriate experience, background, and certifications in technical disciplines
• At least four years working experience in a Service Desk/Help Desk environment supporting Microsoft operating systems and other applications.
• Two years’ experience resolving issues and fulfilling service requests for C-suite customers.
• Working knowledge of network, and iOS based products.
• Proven ability to manage projects of small size and scope.
• Extremely strong client service orientation.
• Strong written and verbal communications skills; ability to communicate and interact at all levels of the organization.
• Ability to lift and move equipment weighing up to 50 pounds.
• Availability to travel up to 10%.

Location

• Minneapolis, MN (On-site)

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Apogee and our brands are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by state or federal law.