Job description:

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 telephoneTroubleshoot Windows OS issuesExperience with Mac OS, iOS and Android OSExpert-level experience with MS Office Suite ApplicationsPerform installations, replacements, upgrades, and other hardware/software related tasks as neededSetup and monitor high-priority executive meetings utilizing collaboration and AV servicesProvide technical support to Office Services as neededProvide recommendations regarding new technologies to better support all usersPerform regular walkthroughs to provide proactive supportActs as a resource for IT projects and initiatives in other functional areas as neededReceive and respond to incoming support requests in a timely manner including off hoursFollow set procedures for logging, reporting, and statistically monitoring desktop operationsSet reasonable expectations that can be counted onPresent the facts transparently to promote collaborative solutionsJob 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 supportHands-on troubleshooting experience with the ability to perform under intense scrutiny and / or time constraintsWorking technical knowledge of current protocols, operating systems, and standardsStrong written and oral communication skills Analytical and problem-solving abilities, with keen attention to detailSelf-motivated and directed, with the ability to effectively prioritize and executeExperience working in a team-oriented, collaborative environmentStrong customer-service orientation with a focus on customer satisfactionHighest degree of professionalism and integrityFlexibility to be on call during off hours and weekendsAbility to research and test new technologies and solutionsTime management and organizational skills

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reo