The Hertz Corporation Senior Desktop Support Analyst in Estero, Florida
The Senior Desktop and Executive Support Analyst is primarily responsible for providing white glove support to C-level staff and other company executives. Tasks will include tracking, troubleshooting, and resolving end-user computer issues, as well as proactive monitoring and support. Additionally, this role will support and assist other IT End User support functions, as needed. The successful candidate will possess deep technical knowledge, as well as exceptional interpersonal skills.
Overall IT related satisfaction of company Executives and Executive Admins
Stability of IT systems and services used by company Executives and Executive Admins
Ensuring that company Executives and Executive Admins understand how to best use the technology provided to them
Ensuring that other IT colleagues, teams, and 3 rd party vendors deliver on commitments to company Executives and Executive Admins
Helping the overall IT and End User Support team achieves assigned goals
Daily Tasks Include:
Deliver world-class white glove IT support to onsite and remote executives
Quickly resolve complex, break/fix issues in person or via telephone
Perform installations, replacements, upgrades, and other hardware/software related tasks as needed
Setup and monitor high-priority executive meetings utilizing collaboration and AV services
Provide recommendations regarding new standards to better support all executives, and users
Perform regular walkthroughs to provide proactive support to high visible individuals
Acts as a resource for IT support, projects, and other initiatives as needed
Receive and respond to incoming support requests in a timely manner including off hours
Follow set procedures for logging, reporting, and statistically monitoring desktop operations
Set reasonable expectations that can be delivered on
Present the facts transparently to promote collaborative solutions
Provide IT system and software training to company Executives and Executive Admins
Creation of how-to documentation and work instructions for company Executives and Executive Admins
Processing new service requests and hardware/software orders on behalf of company Executives and Executive Admins
Must be able to work successfully with others within the department and outside of system support insuring completion of installation and support activities.
Must be able to work successfully with eBusiness department.(Servers and desktops)
Must have good knowledge of Microsoft products (office PP Excel and Win7)
Must have high level of initiative - able to work independently with limited supervision
Excellent communication skills both verbal and written
Must have excellent troubleshooting and problem resolution skills.
Must be able to lift and rack computer equipment (laptops, desktops, printers and routers) up to 50lbs frequently.
Must be able to lift, Configure and install Windows and VMWare servers.
Must be able to provide off hours support if needed.
Monitor daily backups. Gather accurate data for use in the generation of documentation.
Bachelor’s degree or equivalent experience
Must be sensitive to the protocol and etiquette needs of the executives
Professional appearance and behavior is expected
3+ years’ direct experience supporting C-Suite executives and other VIP staff
5+ years’ experience in desktop hardware, operating systems, smartphones, and printers
3+ years’ experience in Microsoft Office 365 products (Windows, Office, Outlook, Skype for Business, etc.)
7+ years’ experience in business communication and unified collaboration platforms such as messaging, video conferencing, telephony, etc.
Proficient with computer hardware repair and can troubleshoot/resolve software and operating system issues.
Hands-on troubleshooting experience with the ability to perform under pressure
Optimizing hardware/software/networking products and configurations as scripted ensuring customer satisfaction.
Strong written and oral communication skills with a focus on executive level support
Analytical and problem-solving abilities, with keen attention to detail
Self-motivated and directed, with the ability to effectively prioritize and execute
Organized, detail-oriented, deadline-driven, and able to handle multiple responsibilities in a fast-paced environment
Strong customer-service orientation with a focus on customer satisfaction
Highest degree of professionalism and integrity
Flexibility to be on-call during off hours and weekends
Ability to research and test new technologies and solutions
Superior time management and organizational skills
Possess a wide degree of creativity and latitude
Passionate about continuous improvement
Working knowledge of:
Microsoft Windows 7 and 10
Microsoft Office 365
PCs, Tablets, Laptops, Printers, MFDs, and various user devices
Room-based Video Conferencing
A+, Dell, and Microsoft certifications a plus
Ability to drive to remote locations
Minimal domestic travel may be required
Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Hertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
Job ID 184426
# Positions 1
Category Information Technology
Division OKC - Technology Center
Position Type Regular Full Time