Executive Tech Support Specialist

Position Summary

The IT Support Specialist in this role will provide the Executive office with a high level of support and assure that executives have highly reliable, scalable, and highly available solutions. This role requires a proactive approach, organized, and results driven. The IT Specialist will have excellent listening skills and is required to have excellent oral and written communication skills. As a motivated technologist understanding current technologies and driven to continuously explore new and better ways to deliver an exceptional user experience.

Job Responsibilities

Provide exceptional customer service and support keeping communications fluid throughout the support and troubleshooting.

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.

Proactively anticipate changes, updates and new implementations occurring that may impact the executive office with a goal of having a support plan ready to activate.

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.

Raise awareness to any incident or request for respective executive office that does not meet expected SLA.

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

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.

Clear and concise verbal and written communication skills.

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

Ability to demonstrate a high level of professionalism, credibility, and patience with users at all levels of the business.

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.

Preferred Qualifications

Experience working in a healthcare environment.

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

Working knowledge of ServiceNow and Okta Identity platform.

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.

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.