Systems Support Analyst, Executive Support

**Not open to C2C**No outside vendors.

Duties:

Reporting to the Sr. Manager of IT Operations, the Systems Support, Executive Support Analyst will optimize employee productivity by effectively managing and supporting enterprise infrastructure applications and services under the Infrastructure & Operations team. This position will provide high-level technical support, be the primary contact for East Coast executives and VIPs, and deliver day-to-day IT support to our onsite users in our Cambridge, MA office and remote users. This role requires a proactive, customer-focused IT professional who can troubleshoot, maintain, and optimize hardware, software, and networking systems to ensure seamless technology experiences for high-profile users. The ideal candidate possesses excellent communication skills, a strong technical background, and the ability to operate under pressure while maintaining discretion and professionalism.

Skills:

Key Responsibilities:

User & Executive IT Support:

• Provide white-glove technical support to executives and VIP users.
• Ensure the seamless operation of all IT-related devices, including laptops, mobile devices, video conferencing systems, and enterprise applications.
• Offer on-site and remote assistance, troubleshooting issues quickly and efficiently.
• Conduct regular system health checks and proactive maintenance to prevent issues before they arise.
• Provide second-line and third-line IT support to employee issues escalated from our Service Desk (first-line).
• Resolve IT service requests via the Service Desk ticketing system.

Incident Management & Troubleshooting:

• Diagnose and resolve hardware, software, and network issues on Windows, macOS, and mobile platforms.
• Troubleshoot and support enterprise applications, email, VPN, remote access, and collaboration tools (e.g., Microsoft 365, Zoom, Teams, Webex, etc.).
• Escalate complex issues to specialized IT teams while ensuring prompt resolution for executives.
• Maintain detailed documentation of incidents, solutions, and preventative measures.

Conference & Event Support (Townhall):

• Support AV equipment, video conferencing, and hybrid meeting solutions..
• Provide on-demand IT assistance during presentations and high-profile meetings.
• Train executives and their assistants on best practices for utilizing IT solutions effectively.

Required Qualifications & Skills

Technical Skills:

• Strong expertise in Windows OS and experience in macOS and iOS platforms.
• Hands-on experience with enterprise IT environments, including Active Directory, Microsoft 365, Exchange, OneDrive, SharePoint, and Teams.
• Proficiency in troubleshooting network connectivity,
• Experience with AV technologies, video conferencing systems, and remote collaboration tools.
• Knowledge of mobile device management (MDM) solutions, encryption, and endpoint security tools.

Soft Skills & Professionalism:

• Excellent problem-solving and analytical skills with a keen eye for detail.
• Outstanding verbal and written communication skills with the ability to explain complex IT concepts to non-technical users.
• Ability to stay calm under pressure, handle urgent requests, and maintain strict confidentiality.
• Strong organizational and time-management skills, with the ability to prioritize tasks effectively.

Computer Skills: Windows 11, Office 365, AWS, SCCM, Intune, Mac OSX, JAMF, MDM, Active Directory.

Other Qualifications: Service Now, Remedy, or other ITSM tools.

Travel, Physical Demands, and Work Environment:

• Standing or sitting for long periods may be necessary.
• Some lifting (greater than 50 pounds) may be necessary.
• Occasional/limited travel between sites as needed.

Work Environment & Additional Details

• This role may require after-hours support (limited).
• Potential/occasional travel to support executives at offsite locations.
• On-site support is a requirement for this role.

Education:

• Associate's or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 3-5 years of experience in IT support, with a focus on executive/VIP support.
• Certifications such as CompTIA A , Microsoft Certified: Modern Desktop Administrator, Apple Certified Support Professional (ACSP), ITIL, or similar are preferred.
• Proven analytical and problem-solving abilities.
• Exceptional customer service skills