Position Summary

The Executive Tech Support Specialist in this role will exhibit advanced skills in troubleshooting complex issues and exceptional interpersonal and customer service abilities. Additionally, they must possess strong and concise communication capabilities, enabling them to explain technical issues clearly and simply to individuals with limited technical knowledge. This role combines high-level technical skills with excellent communication abilities to deliver a streamlined white glove experience by maintaining a forward-thinking proactive approach and taking full ownership to resolve issues comprehensively with a focus of service excellence preventing any further occurrences.

Job Responsibilities

• Provide best in class IT Support onsite and remote to Executives and VIP personnel with exceptional customer service and support keeping communications fluid throughout the support engagement.

• Independently drive complex issues through to resolution while looking for proactive methods to prevent any future occurring event.

• Coordinate the design, documentation, deployment, and support for a wide range of technologies used by the executive team.

• Make recommendations for new and upgraded technologies that would increase efficiency and/or effectiveness of the executive team.

• Ability to anticipate potential technical issues and proactively address them before they impact executives' workflow.

• Proactively explain technical issues to executives, sometimes with limited technical knowledge, while maintaining a professional demeanor.

• Act as the liaison between various support and engineering teams and executive office to lead problems to resolution.

• Assist in building and maintaining support runbooks as it would relate to the executive support model.

• Identify critical issues requiring immediate attention and effectively raise awareness to escalate to appropriate teams.

• Maintain awareness of events occurring in the executive office that may require raising awareness to leaders for the coordination of additional support or technology.

• Collaborate with cross functional teams to troubleshoot complex issues that are impacting executives’ workflow.

• Continuous engagement fostering open lines of communication with strong relationship building to provide seamless support experience.

• Timely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages leveraging and updating knowledgebase articles.

• Provide accurate and detailed documentation in ServiceNow ITSM Suite of incidents and problems, including the steps taken during the analysis and resolution/restoration process in ServiceNow.

• Participate in occasional off-hours work such as installations, and in regular on-call rotation for off-hours outages and escalations.

Required Qualifications

• Minimum of 7 years end user support, supporting all levels of the organization and 2+ years with a focus of Executive/VIP level support.

• Ability to provide hands on white glove support during changes and upgrades throughout the organization with a proactive approach.

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.

• Excellent reasoning, problem solving, and decision-making skills.

• Strong analytical and problem-solving skills with a superior understanding of computer hardware and software systems.

• Excellent time management skills.

• Maintain a high level of professionalism, credibility, and patience with users at all levels of the business.

• Experience handling sensitive executive data while maintaining strict confidentiality.

• Ability to prioritize workload to focus on highest priority.

• Possess the ability to learn on the job, especially software applications that you may not be familiar with or use every day.

• Working knowledgeable in Agile methodologies and ITIL Framework

• Ability to diagnose network connectivity from user device and/or jack ID or data port.

• Ability to remotely image a desktop computer using Intune.

• Experience with O365 applications, Azure, Intune, Autopilot and JAMF as well as Windows and MAC OS.

• Experience troubleshooting Unified Telecommunication integrated platforms

• Working experience leading training and support response models tailored to the Executive and VIP team members throughout organizational project and initiatives capturing adoption metrics and lessons learned.

Preferred Qualifications

• Experience working in a healthcare or life sciences environment.

• Experience working in a fast-paced environment support 1800+ end users

• Working knowledge of ServiceNow and Okta Identity platform.

• Bachelor’s degree in computer science or related technology field is preferred.

• Experience with conference room A/V technologies.

• ITIL V3 or V4 experience

Training

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Other

This position requires on call rotation, periodic travel, some evenings, weekends and/or holidays.

This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification.

This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Caris Life Sciences is a leading innovator in molecular science and artificial intelligence focused on fulfilling the promise of precision medicine through quality and innovation.

Caris is committed to quality and excellence at our state-of-the-art laboratories. Learn more about our tissue lab and the advanced technologies that are helping improve the lives of cancer patients.