The Sr Tech Support Technician provides technical support to internal customers. This role serves as a subject matter expert in their specifics 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 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.
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 technology (Polycom/Cisco video conferencing, WebEx, LiveMeeting, Skype, 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
- 3-5 years working experience in IT related field
3 years’ experience leading desktop related projects or initiatives that are large in scope or scale.
3 years’ experience: providing in-person, walk-up or remote support, installing/uninstalling PC hardware, performing mass workstation deployment and migrations.
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.
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.
Bachelor's Degree in IT related field
One or more of the following: A+, N+, Certified Desktop Support Center (HDI), ITIL v3, MCDST, CCNA