IT Enterprise Specialist III-Executive Support

Position Title: IT Enterprise Specialist III-Executive Support

Location:
Omaha, NE, United States

Description: Provides advanced technical support for end user problems with hardware and software, network connectivity and other computer related problems. Support responsibilities include PCs, laptops, tablets, and hybrid hardware/software imaging setup and configuration; remote control, phone installation and repair, mobile device and PC hardware/software trouble shooting as well as working with other IT teams to provide technical assistance as required.

Additionally, the position is responsible for providing high quality support to a senior executive. This requires exceptional professionalism, discretion, and a focus on ensuring technology readiness and stability for highly visible, business critical activities such as major meetings, executive travel, public appearances, and board functions.

• Provide independent, concierge end user technical support with a high degree of autonomy.
• Provide proactive, concierge-level desk-side support for the senior executive and executive assistant.
• Coordinate configuration/installation and troubleshooting of PC hardware and software; implement hardware and software testing.
• Deliver onsite and remote troubleshooting for hardware, software, mobile devices, conferencing, and connectivity; support Windows-based laptops, peripherals, and executive work spaces.
• Conduct regular health checks, updates, and optimization of executive devices; monitor and identify potential issues to prevent disruption.
• Ensure technology is prepared and verified each morning prior to executive arrival; provide zero-downtime support during critical meetings, travel, public events, and board activities.
• Provide expert support for Microsoft Teams meetings, including executive leadership sessions; set up, test, and troubleshoot Teams Rooms systems and conference room AV components (microphones, cameras, displays).
• Support third-party conferencing such as Webex or Zoom as needed.
• Work with other IT departments as needed to support IT infrastructure and applications.
• Support iPhone/iPad devices (setup, app support, security, connectivity, enterprise integrations).
• Act as a liaison relating business issues to technical teams.
• Collaborate with engineering, infrastructure, and application teams for escalated or specialized support.
• Develop, complete and document processes and procedures according to corporate standards.
• Provide hands-on assistance with voice systems (desk phones, call routing, softphone tools).
• Other Duties
• Perform other tasks as requested or assigned.
• Remaining availability outside of executive support may include assisting with service desk quality assurance processes and supporting service management initiatives.

Bachelor's Degree in Computer Science, Information Technology, or related field; or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a Bachelor's degree. A minimum of three years additional directly related technical experience is required.)

• Five years of hands-on experience in a technical support role which includes desktop support responsibilities.
• This role requires a 6:30 AM start time and occasional after hours and weekends and on-call availability.
• Excellent independent troubleshooting and resolution skills over multiple technologies.
• Excellent verbal and written communication skills.
• Ability to work well independently and with others.

• Experience deploying Apple products such as Mac Book, Mac Mini, Mac Studio, and iPad pro.
• Experience supporting Apple hardware remotely.