We are seeking a skilled and dedicated Digital Workplace Technology Specialist to provide exceptional end-to-end user support for our organization’s most critical leaders and business processes. Serve as the “face” of IT, providing face to face support, troubleshooting, problem solving, triage, and navigation through the organization to get customer technology problems solved.

This role requires a strong technical background, excellent communication skills, and the ability to handle complex issues efficiently. The ideal candidate will have extensive experience in technical support, particularly with Windows and Microsoft Office, and MacOS. The ability to think on your feet, deal with ambiguous situations, provide quick solutions to problems and understand personas, while developing a deep understanding of how our clients operate, is critical to the success of this individual. This person is the face of the Information Technology organization, delivering excellent user experience of all things’ technology.

Responsibilities:

Executive Support:

·        Provide 24/7/365, personalized technical support to C-suite executives, senior management, and other key stakeholders throughout the business.

·        Understand the unique needs and preferences of each executive and tailor support accordingly.

·        Handle urgent requests promptly and professionally.

·        Drive technology projects are necessary for executive requirements and manage technology communication/s and changes to firm technology policies that impact the executive experience.

·        Travel to corporate offices, residential properties, client sites and/or travel destinations as necessary.

Desktop Support:

·        Troubleshoot and resolve all reported technology problems, including in office, residential properties, and client/travel locations.

·        Support mobile devices, iPhones, iPads including MDM’s, policies, etc.

·        Ensure seamless integration of multiple technologies.

Application Support:

·        Assist with Microsoft Office 365 applications (Word, Excel, PowerPoint, Outlook, Teams, etc.).

·        Troubleshoot application-related problems and provide timely solutions.

·        Collaborate with IT teams to address any compatibility issues.

Audio Visual Support:

·        Assist in setup and configuration of AV equipment, conference rooms, and day-to-day meeting requirements from our customers utilizing various Video collaboration solutions (zoom, slack, teams, webex etc.)

·        Diagnose and resolve technical issues, perform routine remote and on-site maintenance for ensuring optimal performance and readiness of conference rooms

·        Support end users, executives, and event staff with AV operations; managing and coordinating presentations, webinars and hybrid meetings to ensure excellent AV experiences both internally and externally

Remote and On-Site Support:

·        Provide remote support for executives and business users working from home or traveling.

·        When necessary, offer on-site assistance for critical issues, hardware deployments and set-up as well as face to face support and triage.

Security and Compliance:

·        Educate executives and business users on security best practices.

·        Ensure compliance with company policies and data protection regulations.

·        Monitor and address any security vulnerabilities.

Documentation and Training:

·        Maintain accurate records of support requests, resolutions, and system configurations.

·        Create user-friendly guides and tutorials for common tasks.

·        Conduct training sessions for executives and business users as needed.

Collaboration:

·        Work closely with other IT teams (network, infrastructure, security) to resolve complex issues.

·        Collaborate with vendors for hardware repairs and software licensing.

Continuous Improvement:

·        Stay updated on industry trends, emerging technologies, and best practices.

·        Propose enhancements to existing processes and tools.

Qualifications:

Education: Bachelor’s degree in computer science, Information Technology, or related field (preferred but not mandatory).

Experience:

·        Preferred 10 years of experience in technical support or desktop support roles.

·        Extensive experience in supporting Windows operating systems, Microsoft Office suite (365) and MacOS.

·        Familiarity with JAMF, Intune, Azure environments, DaaS (AWS/AVD) is a plus.

·        Familiarity with Zoom, Slack, and MS teams is a plus.

·        Preferred familiarity with Terraform, GitHub, Azure DevOps and/or other IaC platforms, Code repositories and CI/CD pipelines

Skills:

·        Excellent critical thinking, problem-solving abilities and precise attention to detail.

·        Strong communication and interpersonal skills, able to articulate technical concepts to non-technical people.

·        Ability to work independently and prioritize tasks effectively.

·        Customer-focused mindset, strong passion for serving the customer.

·        Comprehensive and broad knowledge of all aspects of IT solutions and services

·        Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or Apple Certified Support Professional (ACSP) are advantageous.

This position is based in Zionsville Indiana, and requires the employee to be physically present at the workplace five days per week, with travel to other office and residential locations as necessary.

 #ZR