Specialist

Job Description (Posting).

Job Description & RequirementsPosition: DSS- IT Executive Support Specialist Primary Location:

Dallas, TexasThe IT Support Specialist is primarily responsible for providing White Glove Tier 3 support to Executive (VP to C-Suite) end-users. Tasks will include tracking, troubleshooting, and resolving end-user computer issues, as well as proactive monitoring and support. Additionally, this role will support and assist other IT functions, as needed.

The successful candidate will possess deep technical knowledge in the required fields, as well as exceptional interpersonal skills. Candidate should have at least 5 years of experience supporting Executive / VIP level clients and at least 7 years Deskside Support experience.Key Responsibilities to include but are not limited to:Deliver world-class IT support to onsite and remote Executive / VIP end-users and their Executive Administrators / AssistantsIndependently resolve complex, break/fix issues in person or via telephone

Troubleshoot Windows OS issues

Experience with Mac OS, iOS and Android OSExpert-level experience with MS Office Suite ApplicationsPerform installations, replacements, upgrades, and other hardware/software related tasks as needed

Setup and monitor high-priority executive meetings utilizing collaboration and AV services

Provide technical support to Office Services as needed

Provide recommendations regarding new technologies to better support all users

Perform regular walkthroughs to provide proactive support

Acts as a resource for IT projects and initiatives in other functional areas as needed

Receive and respond to incoming support requests in a timely manner including off hours

Follow set procedures for logging, reporting, and statistically monitoring desktop operations

Set reasonable expectations that can be counted onPresent the facts transparently to promote collaborative solutions

Job Requirements:Bachelor s degree or equivalent experience (i.e. 7+ years experience in an IT technical role)Support of Executive clients within the Dallas/Fort Worth Metro area and occasionally in Oncor s Austin, TX (Governmental Affairs) Office. Occasional travel outside of Texas should a board meeting be held off-site7+ years experience in desktop hardware, operating systems, smartphones, and printers.7+ years experience in Microsoft products (Windows, Office, Outlook, Skype, etc.)7+ years experience in business communication platforms such as messaging, video conferencing, telephony etc.5+ years experience in White Glove / C-Suite support

Hands-on troubleshooting experience with the ability to perform under intense scrutiny and / or time constraints

Working technical knowledge of current protocols, operating systems, and standards

Strong written and oral communication skills Analytical and problem-solving abilities, with keen attention to detail

Self-motivated and directed, with the ability to effectively prioritize and execute

Experience working in a team-oriented, collaborative environment

Strong customer-service orientation with a focus on customer satisfaction

Highest degree of professionalism and integrity

Flexibility to be on call during off hours and weekends

Ability to research and test new technologies and solutions

Time management and organizational skills (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensu