Executive Technical Customer Service Specialist

The Executive Technical Customer Service Specialist delivers high-touch technical support and customer service to executive-level staff while also supporting broader staff needs as assigned. This role serves as a trusted point of contact for hardware, software, application, and workflow issues, combining strong technical judgment with clear communication, discretion, and responsive follow-through.

• Serve as the primary contact for all technical support inquiries staff and be the primary executive-level staff, addressing hardware, software, applications, and workflow-related issues through various channels such as support portals, phone, email, chat, and in-person.
• Provide personalized technical support to executive-level staff, addressing their unique needs and ensuring high satisfaction levels.
• Provide general support to all staff as required and assigned.
• Communicate effectively with executive-level staff, providing clear and concise information and updates on their issues.
• Troubleshoot and resolve complex technical issues independently when appropriate, and elevate issues with clear documentation when specialized support or broader coordination is required.
• Utilize the ticketing system to assign tickets to the appropriate technician or department.
• Identify incident trends requiring further analysis and contribute to the creation of problem records for escalated incidents.
• Deliver exceptional customer service by communicating professionally, comprehensively, and promptly for all incidents and requests.
• Manage and resolve incidents and service requests within established service level agreements (SLAs).
• Create, maintain, and review technical documentation and knowledge base articles that improve consistency, support repeatable service delivery, and help staff resolve common issues.
• Perform additional duties as assigned.
• Conduct training sessions or create instructional materials as needed.
• Apply technology governance policies and standards in alignment with AOD policies, including appropriate handling of access, data, systems, and support practices.
• Stay abreast of emerging technologies and trends relevant to AOD strategy and needs.
• Identify opportunities for technology-driven innovation and research.

• Microsoft 365 administration and management.
• Strong knowledge of MS 365 services, including Exchange Online, SharePoint Online, One Drive for Business, and Teams.
• Familiarity with security and compliance best practices.
• Technical knowledge of primary suite of applications including but not limited to Adobe, SharePoint, cloud-based storage and access systems, Ring Central or equivalent Unified Communication Systems, Smartsheet, and Zoom.

• Oral and written communication skills.
• Analytical and problem-solving skills.
• Interpersonal skills.
• Sound judgment.
• Self-direction, with the ability to work independently with little or no oversight.
• Organizational and project management skills and methodology.
• Ability to prioritize tasks while managing multiple projects simultaneously, paying attention to details and meeting deadlines.
• Ability to work effectively, decisively, and professionally under pressure and tight deadlines.
• Collaborative and strategic working skills with various staff and stakeholders.
• Willingness to work on a flexible schedule, including occasional nights and weekends.

• Bachelor’s degree preferred in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum 5 to 7 years’ experience in information technology.
• Relevant technical or service management certifications are a plus, including Microsoft 365, Microsoft Endpoint, ITIL,…