Infrastructure Technician Sr

Requisition Number: 97710 

Executive Tech Support Technician

Insight is seeking an Executive Desktop Services Technician to join our team. This role requires a balance of technical expertise, interpersonal skills, and a commitment to providing top-notch support. The technician will provide comprehensive technology support remotely and in person to the “C-suite”. This support includes a broad scope of mobile, desktop, laptop, remote access, collaboration platforms & A/V technologies used to conduct daily business. In addition to possessing the required technical skills/experience, this individual must have the interpersonal and communication skills to engage with senior executives.

Objectives of this role

• Provide quick and effective assistance with information technology systems
• Guide executives remotely and in person through systems configuration, troubleshooting, and maintenance
• Listen attentively to executives questions and concerns and offer optimal solutions
• Prioritize executive satisfaction in all communications, directing unresolved issues to next-level personnel
• Represent Insight with professionalism and integrity

Responsibilities

• Provide personalized, white-glove technical support, ensuring prompt resolution of their IT issues and concerns
• Build and maintain strong client relationships, ensuring their technology needs are met and exceeded
• Respond to tech inquiries via email, online chats, over the phone, or in person
• Walk executives step-by-step through the problem-solving process
• Help with troubleshooting hardware and software
• Follow up with executives to ensure satisfactory service
• Keep accurate records of support interactions, issues, and resolutions to maintain a thorough knowledge base for future reference
• Communicate feedback to the appropriate internal team members and management

Skills and qualifications

• Excellent problem-solving and analytical skills
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Tenacious, with good follow-up and attention to detail
• Commitment to providing exceptional customer service
• Passion for problem-solving and customer service
• Tech-savvy, with experience working in a tech-related field
• Ability to diagnose and resolve a variety of technical issues
• Team-oriented mindset with an openness to constructive feedback
• Eagerness to learn new technologies and systems
• Experience working as an IT help desk technician or in a similar customer support role

Requirements

• At least 5 years supporting internal desktop systems software and hardware, application training, and overall incident ownership and management
• 3+ years working in support of desk side services with a specific focus on supporting executive levels and their assistants
• At least 3 years supporting Microsoft Desktop/Laptops, Apple technologies devices, and network connectivity
• Bachelor’s degree or equivalent experience
• Must be comfortable working under pressure and supporting C Level Executives
• Advanced knowledge of iOS and Android mobile devices
• Knowledge of Office suite tools, Productivity tools: Office 365, Calendar, Zoom, WebEx & MS Teams
• Excellent project and time management skills and the ability to manage expectations in a deadline-driven environment
• Strong proficiency in verbal and written communication
• Must possess excellent client facing skills and a strong capacity to communicate and build trusted relationships
• Excellent customer service skills, analytical troubleshooting abilities, and strong verbal and written communication skills to produce clear and concise information. Work well within a team environment and keep superior informed on all issues
• Willingness to travel locally and internationally to provide on-site support when required

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: New York || New York (US-NY) || United States (US) || IT Infrastructure & Support || None || US - New York, NY ||