- Company Name
- Revolution Technologies
- Job Title
- Executive IT Support Analyst
- Job Description
-
Job title: Executive IT Support Analyst
Role Summary: Provide high‑level, white‑glove IT support to C‑suite executives and their personal assistants, ensuring seamless hardware, software, and AV functionality while maintaining strict SLA compliance and leading the OSS technical team.
Expectations: Deliver immediate, discreet, and proactive support to VIP users; manage and resolve incidents via ServiceNow; lead, coach, and prioritize OSS team tasks; maintain up‑to‑date documentation and best‑practice knowledge bases.
Key Responsibilities:
- Conduct desk‑side and remote support for executives, troubleshooting OS (MacOS, iOS, Android, Windows 10/11) and Office 365 apps (Exchange, SharePoint, Teams, Outlook, Office suite).
- Perform proactive monitoring, patching, and deployment of updates for all executive equipment.
- Provide video‑conferencing support (Teams, Cisco, Neat) and manage special event A/V setups in corporate spaces.
- Log, document, and manage incidents in ServiceNow, creating KBAs and maintaining SOPs.
- Escalate unresolved issues following the internal escalation matrix and collaborate with third‑party vendors.
- Train VIP users on hardware and software usage, ensuring adoption of new solutions.
- Lead the OSS technical team: prioritize tasks, manage backlogs, coach junior staff, and oversee SLA adherence.
- Execute preventive maintenance on desktops, laptops, printers, and peripherals; schedule warranty repairs within manufacturer guidelines.
- Deliver walk‑up and tech‑bar support as needed.
Required Skills:
- Excellent verbal and written communication; discretion and professionalism in handling executive matters.
- Strong problem‑solving, decision‑making, and multitasking abilities.
- In‑depth knowledge of Windows, macOS, iOS, Android, and enterprise software (Office 365, Exchange, SharePoint, Teams).
- Proficiency with video‑conferencing platforms and AV equipment.
- Experience with ServiceNow incident management and ITIL processes.
- Leadership and mentoring skills, ability to manage a technical team and coordinate cross‑functional support.
- Familiarity with proactive monitoring tools, patch management, and firmware updates.
- Vendor management and escalation expertise.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent professional experience).
- Certified: ITIL Foundation or comparable framework.
- Microsoft Certified: Modern Desktop Administrator Associate (or equivalent).
- CompTIA A+ or equivalent entry‑level hardware/software support certification.
- Optional: HDI Support Center Analyst certification, Cisco CCNA, or other relevant vendor credentials.
New york city, United states
On site
01-12-2025