Senior IT Specialized Support Analyst

The Senior IT Specialized Support Analyst will create a seamless, consistent, high quality technology experience for Mosaic executive leadership and expatriates through the White Glove program by bringing a passion for customer service, relentless pursuit of quality, attention to detail, maturity in judgment, respectful strength and tenacity, and composure under pressure to the role. This person will have broad general technology knowledge, which will include software, PC, peripheral, video conferencing and mobile knowledge with applied corporate experience, and will possess a proactive support and problem-solving mindset with demonstrated ability to troubleshoot issues and work with internal and external IT resources to determine root cause and resolution options.
Due to the 24/7 support nature of this role, the candidate must be flexible and available (rotational on-call) during non-business hours. Candidate must meet a high level of professionalism, communication, both written and oral, and sensitivity to requirements unique to executive support.

What will you do?
 

General:

• Provide direct expert support to Mosaic executives and their executive assistants that strives to go above and beyond for customer satisfaction.

• Provide direct support to Mosaic expatriates for the durations of their assignements.

• Establish trust with the Mosaic executives and their executive assistants by maintaining confidentiality and demonstrating discretion.

• Ensure professional and timely communication on issue status.

• Identify objectives and develop plans to prioritize, organize, and accomplish work.

• Demonstrate ability to influence and deliver through others without explicit authority.

• Strive to continuously improve White Glove program and service performance.

Delivery

• Partner with other internal teams to deploy and support custom/special projects for executives to meet their unique IT and technology needs.

• Assist with internal roll-out of new products and services to executives.

• Assist with PC hardware, software, and mobile device consulting and procurement as needed.

• Provide feedback and report bugs to IT peers and service managers based on support issues encountered by the clients.

• Support technology-related needs (computers, video conferencing, software) in preparation for and during executive meetings that include quarterly board meeting, investor meetings, global town hall meetings, and other premier meetings.

• Stay abreast of the latest in technologies and trends.

• Proactively manage technology devices and peripherals to limit impacts to Mosaic executives and their executive assistants.

• Other projects and job duties as assigned.

People Leadership

• Supervise day-to-day White Glove operations and Technician(s), ensuring the quality, standards and meeting the expectations of the senior leadership and Executive Assistants are met on a daily basis.

• Ensure that regular on-going communication is taking place with White Glove Technician(s) to provide alignment of White Glove program objectives and expectations, supporting achievement of desired results.

• Participate in the development and implementation of corrective action plans to improve customer satisfaction.

• Intervene in White Glove Technician situations as needed to insure customer satisfaction is achieved.

Documentation

• Lead assigned portion of and participate in the development of standards and processes for White Glove Support.

• Partner with IT peers in the development, preparation, and delivery of IT-related training materials to enable executives and assistants with the proper use or various IT products and services (e.g. process documents, knowledge articles, quick reference guides, graphical aids, training videos and/or presentations, and actual hands-on training).

What do you need for this role?

• High School Diploma/GED required.Associate's Degree preferred.

• Microsoft certification preferred

• ITIL V3 or V4 Foundations preferred

• 5+ years of experience providing Executive Desktop support.

• 5+ years of experience installing and configuring computer peripherals such as external monitors, cameras, printers, scanner, etc.

• 5+ years of experience installing and configuring end-user applications and ensuring they are patched and running optimally for the user.

• 5+ years of experience troubleshooting and configuring iOS (iPads, iPhones, etc.).

• Experience with remote imaging/management tools and SCCM.

• Experience configuring, maintaining, and trouble-shooting Microsoft desktop technologies, including operating systems, Microsoft O365, and related supporting software.

• Experience with PC hardware to include internal components, network (wired and wireless) connectivity, and typical hardware resolution techniques. 

• Experience training personnel in the proper use of computer technologies, with a preference for those with prior experience training executive-level staff.

• Experience supporting video conference meetings, to include setting up AV equipment, ensuring projectors, printers and other equipment are running and available as needed.

• Experience with Mobile Device Management technologies.

• Experience working on a non-standard support schedule.

• Supervisory experience preferred

• Excellent verbal, written, and listening communication skills

• Strong interpersonal skills

• Strong organizational skills and attention to detail

• Strong problem-solving skills

• Ability to stay calm and collected under pressure

• Demonstrated ability to explain technical concepts to non-technical users

• Ability to develop rapport with key stakeholders

• High level of professionalism and outstanding customer service skills

• Ability to handle highly confidential and sensitive information and situations

• Able to work flexible hours and be available for off-hours maintenance to critical systems as required

• Must have a valid driver’s license.

• Strong experience with Microsoft Office (Word, Excel, PowerPoint, Outlook), Visio and Project.

• Experience with Microsoft Teams preferred