Description

The Technology Solutions Analyst is a strategic, client-facing technology expert who ensures seamless, high-touch support for executive-level users and high-profile stakeholders. This position requires advanced technical knowledge, autonomous decision-making, and a proactive approach to resolving complex IT issues in a highly dynamic, confidential environment. This role requires exercising discretion and independent judgment in planning and delivering customized IT services, driving technology optimization to enhance C-suite productivity.

Responsibilities

Essential Duties and Responsibilities:

Executive Support Strategy

Lead executive support engagements by designing and implementing tailored IT service strategies based on individual needs and business-critical timelines.
Serve as the primary escalation point for high-visibility support matters, applying expert judgment to resolve issues where standard protocols are insufficient.
Evaluate and improve IT support methodologies for high-impact stakeholders; proactively identify patterns and implement long-term technical solutions.

Technology Expertise and Problem Solving

Independently analyze and resolve complex problems involving cross-platform systems (Windows, macOS, iOS, Android), enterprise applications, and executive hardware configurations.
Apply advanced troubleshooting techniques across productivity software (Microsoft 365, Apple iWork), video conferencing systems (Zoom, Webex, Logitech), and mobile device management solutions.
Serve as a subject matter expert (SME) on evolving digital tools used by the executive team; evaluate new technologies and recommend enhancements.

Autonomous Support Delivery

Provide both remote and on-site support services using discretion and adaptability to minimize disruption to executive operations.
Manage high-priority service requests with minimal oversight, exercising judgment to triage and resolve issues based on business impact and urgency.
Maintain flexible availability, including after-hours support as needed to accommodate executive schedules.

Confidentiality and Professional Discretion

Exercise a high degree of confidentiality and tact in handling sensitive data and executive communications.
Ensure secure handling of devices, credentials, and network access in compliance with internal governance and external regulatory standards.

Knowledge Management and Process Improvement

Develop and maintain detailed documentation of solutions, configurations, and system optimizations in enterprise ticketing and knowledge systems.
Contribute to the continuous improvement of white-glove IT support policies and service delivery models.

Qualifications

Minimum Education and/or Experience:

Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or equivalent combination of education and progressive experience).
Minimum of 5 years of hands-on IT support experience, including 2 years supporting executive or VIP users in high-demand environments.

Additional knowledge and skills:

Expertise in Microsoft Windows, macOS, Office 365, iOS/Android, remote desktop tools, and enterprise conferencing platforms (e.g., MS Teams, Cisco, Logitech, Etc.)..
Strong knowledge of network connectivity (VPN, LAN/Wi-Fi), endpoint security, and system integration practices.
Certifications such as Microsoft 365 Modern Desktop Administrator, Apple Certified Support Professional, or ITIL v4 are preferred.
Ability to work independently, exercise sound judgment, and prioritize tasks with minimal supervision.
Exceptional interpersonal communication and client service skills.
Ability to travel regionally (20–30%) as needed.

Technology Solutions Analyst (Executive IT Support)

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