VIP Deskside Support Technician

Nike, Inc. Beaverton , OR 97075

Posted 3 weeks ago

WHO ARE WE LOOKING FOR?:

An experienced, professional Deskside Support Technician that is passionate about technology AND people. Someone who stays ahead of various technology pathways and reads about tech in your spare time. Someone who is both analytical and creative and not afraid to help people engage with technology and show them how to help it best work for them. We need someone with strong situational awareness and polished self-awareness skills that can connect with people while helping them solve complex technical issues in tight time windows.

WHAT WILL YOU WORK ON?:

  • Provide end to end technology support, including standard and non-standard issues and requests on all software and hardware used by Nike VPs and their Admins at WHQ

  • Provide Level III support where security and policy allow and coordinate with internal and external support teams where appropriate to ensure all questions/issues are resolved quickly and correctly

  • Provide Level II assistance on both Mac and Windows platforms

  • Provide a transparent spectrum of services and support experience to our Nike VIPs by ensuring every user receives a positive experience and their technology challenges are resolved in a timely manner

  • Work with teammates to provide support 24x7x365

  • Provide 15-minute face to face response time and remote assistance after hours, if face to face is not convenient for VIP

  • Meet OLAs established within the Tech Ops organization for response time, resolution time, MTTR, customer satisfaction, etc.

  • times are based on business priority and impact of the issue/request

  • Use standard methodologies and expertise to evaluate current VIP interactions with Technology services and solutions and find opportunities for improvements

  • Present improvement opportunities to VIPs to optimize their experience with technology

  • Deliver training to VIPs in group and 1:1 setting, as needed

  • Work within Technology and CIS policies to assess business risk and quickly take action to ensure Nike is protected and productive

  • Manage and oversee equipment and services to pro-actively address items that potentially create disruption or risk to Nike VIPs

  • Ensure VIPs needs are represented in all technology projects to roll out new equipment and services

  • Keep up to date on all technology aspects internally and externally to effectively communicate and assess VIP needs and concerns

  • Maintain KB articles and support processes as technology evolves and matures

  • Identify solution gaps and develop tools and processes to mitigate or close gaps

  • Perform all IMAC and hardware imaging and repairs internally to maintain strict level of security and confidentiality

  • Multi-task effectively to meet customer needs and achieve established service levels and KPIs for response time, resolution, customer service, etc.

WHO WILL YOU WORK WITH?:

  • Responsible for enabling Nike Vice Presidents and their Administrative Assistants at World Headquarters (WHQ) to successfully use technology services and solutions

  • Collaborate with Level III infrastructure, applications, and security experts to raise and resolve problems that require additional support or expertise

  • Work with Nike SEALS team that supports the Executive Leadership Team, to collaborate on intricate issues and use guidance to ensure elite pro-active support is provided

  • Work well independently or in a team setting, while building positive business relationships, and working collaboratively across IT and the Business

  • Support all levels of technology users, including top level executives

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VIP Deskside Support Technician

Nike, Inc.