Executive Technical Specialist, ITSS

Job Summary:

The Executive Technical Specialist position provides enterprise-level assistance to our Executive and VIP users on-site and remotely. The Executive and VIP users are both internal employees and external guests, including ownership family members. Functions include but are not limited to troubleshooting hardware and software related concerns, mobile device support (primarily iOS and Android), access requests and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role also acts as a technical resource for the operation, set up and troubleshooting of audio and video equipment (AV) and other media related equipment at The Center, other company locations, and remotely, as needed. This position will be part of a group that supports executive users in meeting rooms with connectivity and presentation needs, as well as provide support for executive events and functions.

*This position will be located in the Indianapolis, IN area*

Essential Job Functions:

• Provides Executive and VIP "White Glove" Support Services, prioritizing customer service and timeliness.
• Accurately and efficiently diagnose and resolve problems related to the use of The Heritage Group technology resources and applications. This includes issues related to the use of desktops/laptops, software, peripheral devices, connectivity, VPN and other concerns.

• Ability to travel to Executive office and remote locations and be the main point of contact for a group of about 20 Executives and 35 family members.

• Provides on-site and offsite meeting AV and technical support for Senior and Executive level leadership, including board meetings.
• Provide excellent customer service using verbiage that is appropriate and easily understood by non-technical clients.

• Troubleshooting of AV and technical hardware issues (i.e., as connectivity and display issues).

• Appropriate use of tools to log, track, escalate, research, resolve and close calls and incidents.
• Ability to troubleshoot PC/Mac/mobile device related issues, many of which are Executive owned instead of Company owned. This will include technology such as phones, tablets, smart watches, etc.
• Flexible hours required to align with key meetings that need onsite support.
• Organized and able to manage multiple work streams simultaneously.
• Ability to communicate effectively with end users and other IT support personnel.
• Willingness to engage ITSS teammates and/or The Center teammates, when needed, to provide appropriate support.
• Other duties as assigned – during any downtimes of Executive support this role will assist in ITSS technical support and/or The Center AV support.

Relevant Skills

• Ability to hold themselves and others accountable to high standards
• Experience identifying and resolving issues independently. Demonstrates a solid sense of accountability and sound personal judgement.
• Ability to work in a self-sufficient and independent manner
• Experience with and knowledge of web conferencing platforms including MS Teams, Zoom and BlueJeans and common conferencing hardware like cameras, microphones, speakers, and conference phones.
• Courage to take initiative in unfamiliar circumstances.
• Excellent verbal and written communication
• Demonstrated creative thinking, analytical and problem-solving skills
• Exceptional customer service orientation and a great sense of urgency
• Maintain confidentiality and privacy in all dealings with executives
• Ability to accurately capture details from users and escalate to other IT support groups.

Requirements:

• Education: Bachelor's degree in information technology, computer science, or a related field preferred
• 5-7 years of experience in a technical support/service desk role in a professional environment
• 2 years of experience supporting Executive level staff
• Windows 10 Operating System troubleshooting and configuration
• M365 experience to include installation, configuration, and troubleshooting of associated applications
• Desktop hardware installation, configuration, and troubleshooting
• Professional presence and understanding of confidentiality of information and content
• ITIL, CompTIA or Microsoft Certifications a plus

Additional Comments:

Background check and NDA required.

About The Heritage Group

Founded in 1930, The Heritage Group (THG) is a fourth-generation family-owned business managing a diverse portfolio of companies specializing in heavy construction and materials, environmental services, and specialty chemicals. Companies within the THG portfolio include Heritage Environmental Services, Heritage Construction + Materials, and Monument Chemical. With more than 5,000 employees and 30 operating companies worldwide, THG aims to create a safer, more enriching, and sustainable world by harnessing the power of family.

The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals

EOE/Veteran/Disability

Current Openings for Executive Technical Specialist, ITSS Jobs at The Heritage Group