IT Analyst II

The IT Analyst II provides dedicated, white-glove technical support to diamond and platinum care users.  This role is responsible for delivering exceptional customer service, resolving technology issues with urgency and professionalism, and ensuring a seamless technology experience for their customers. The analyst serves as a trusted advisor, proactively managing support needs while maintaining the highest levels of confidentiality, discretion, and customer satisfaction.
 

KEY RESPONSIBLITIES
Executive/VIP Support

• Provide personalized, high-touch technical support for executives, senior leaders, and key stakeholders.
• Serve as the primary point of contact for executive technology issues, requests, and escalations.
• Deliver rapid diagnosis and resolution of hardware, software, network, mobile device, and collaboration platform issues.
• Coordinate and facilitate executive onboarding, office moves, travel support, and technology setup.

Technical Support & Troubleshooting

• Support Windows and macOS devices, mobile devices, peripherals, and conferencing technologies.
• Troubleshoot issues related to Microsoft 365, Teams, Outlook, SharePoint, OneDrive, and related enterprise applications.
• Provide support for conference rooms, executive presentations, virtual meetings, and special events.
• Perform advanced troubleshooting and coordinate with technical teams when escalation is required.

Customer Experience

• Deliver exceptional customer service with a focus on responsiveness, professionalism, and communication.
• Maintain regular communication with customers throughout the lifecycle of support requests.
• Develop trusted relationships with executive stakeholders and their administrative assistants.
• Proactively identify opportunities to improve executive technology experiences.

Incident & Service Management

• Manage incidents and service requests through established ITSM processes.
• Ensure timely documentation, tracking, and resolution of support tickets.
• Monitor and prioritize executive-related escalations to meet service level expectations.
• Create and maintain knowledge articles and support documentation.

Security & Compliance

• Adhere to all company security, privacy, and compliance policies.
• Handle sensitive and confidential information with discretion.
• Support endpoint security, software updates, and compliance initiatives for executive devices.
• Promote cybersecurity awareness and best practices among executive customers.