IT Executive Support Technician

Our Opportunity:

We are seeking a highly motivated IT Executive Support Technician to be part of our exciting team located at our Corporate Headquarters in Dania Beach, FL. The Chewy IT Executive Support team provides executive-level support and problem resolution with a high degree of customer service, technical expertise, and timeliness to all executive staff.

The IT Executive Support Technician plays a fundamental role in minimizing productivity challenges for executive staff and implementing solutions to address emerging needs. This is a highly visible role and will be responsible for providing end-to-end support for Windows and Mac hardware/software, audio/video conferencing, executive-focused applications, and more. You will partner with Executive Assistants to plan and execute companywide and business-critical events. This is a great opportunity for someone who wants to be part of a vibrant, dynamic, and successful IT team.

What you'll do:

• Provide 24x7 concierge technical support to onsite and remote executives
• Collaborate with business leaders and necessary IT teams to ensure our executive endpoints, mobile devices, peripherals, applications, and other assigned devices are consistently working optimally
• Prioritize and manage the executive support incidents/requests and provide weekly reporting of support issues to IT management
• Proactively partner with executive assistants to review technical challenges, research and implement solutions to address these
• Partner with executive assistants and other specialty teams to plan and execute critical events such as board meetings, earnings calls, and company town-halls.
• Work closely with the IT Engineering teams and Subject Matter Experts to ensure enterprise solutions function appropriately and implement improvement as needed to increase reliability for executive staff
• Troubleshoot and resolve a variety of technical issues regarding networks, client/server systems, PCs, desktop application software, and peripheral devices; escalate issues as needed
• Provide IT/AV conference support for onsite/offsite presentations, events, and meetings related to executives
• Interact with and manage contractors/vendors/providers, when applicable, and ensure end to end accountability in all areas related to executive support
• Maintain documentation for all Service Desk and end-user processes and procedures pertaining to executives
• Lead the testing, documentation, and implementation of new hardware/software related to executive staff
• Work closely with HR and IT teams to ensure seamless onboarding experience for new executives joining the organization
• Train executive staff and support users on existing and new technology. Create and maintain related guides and documentation
• Establish trust and maintain a high level of confidentiality for all executive support activities/tasks
• Participate in 24/7 support and on-call rotation
• Ability to travel up to 20% is required

What you'll need:

• Minimum of 3-5 years hands-on experience installing, troubleshooting, and supporting laptops, PCs, peripherals, and business-critical applications in large, multi-location, corporate environments via phone, remote control, and desk-side visits
• 2-3 years of experience supporting Senior Leadership
• Functional knowledge of Active Directory and related services
• Experience supporting endpoints via SCCM and JAMF
• Experience administering Office 365
• Experience supporting Cisco VoIP technology
• Experience Working with ServiceNow ticketing system
• Extensive knowledge of Windows Desktop and Mac Operating Systems
• Experience researching and supporting new and emerging technologies.
• Experience supporting MS Office Suite (Word, Excel, PowerPoint, Outlook)
• Experience supporting iOS and Android devices
• Broad experience within technical areas such as infrastructure, network administration, Operating Systems (MS Windows, Linux), and Unified Communications
• Notable Project Management experience
• Ability to work under pressure and effective prioritize tasks
• Ability to work with minimal supervision
• Effective listening and communication skills. Must be able to understand customer needs, communicate clearly and negotiate complex issues when necessary

Bonus:

• Technical certifications: CompTIA A+ or CompTIA Network +, Apple ACMT or ACSP Certification, MS certifications such as MCSE, MCSA, and/or MCITP
• JAMF Certification
• Project Management Certification
• Extensive knowledge of A/V systems and solutions such as Crestron