End User Analyst

The Technology Solutions Analyst is a strategic, client-facing technology expert who ensures seamless, high-touch support for executive-level users and high-profile stakeholders. This position requires advanced technical knowledge, autonomous decision-making, and a proactive approach to resolving complex IT issues in a highly dynamic, confidential environment. This role requires exercising discretion and independent judgment in planning and delivering customized IT services, driving technology optimization to enhance C-suite productivity.

Minimum Education and/or Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or equivalent combination of education and progressive experience).
• Minimum of 5 years of hands-on IT support experience, including 2 years supporting executive or VIP users in high-demand environments.

Additional knowledge and skills:

• Expertise in Microsoft Windows, macOS, Office 365, iOS/Android, remote desktop tools, and enterprise conferencing platforms (e.g., MS Teams, Cisco, Logitech, Etc.)..
• Strong knowledge of network connectivity (VPN, LAN/Wi-Fi), endpoint security, and system integration practices.
• Certifications such as Microsoft 365 Modern Desktop Administrator, Apple Certified Support Professional, or ITIL v4 are preferred.
• Ability to work independently, exercise sound judgment, and prioritize tasks with minimal supervision.
• Exceptional interpersonal communication and client service skills.
• Ability to travel regionally (20–30%) as needed.

Essential Duties and Responsibilities: 

Executive Support Strategy

• Lead executive support engagements by designing and implementing tailored IT service strategies based on individual needs and business-critical timelines.
• Serve as the primary escalation point for high-visibility support matters, applying expert judgment to resolve issues where standard protocols are insufficient.
• Evaluate and improve IT support methodologies for high-impact stakeholders; proactively identify patterns and implement long-term technical solutions.

Technology Expertise and Problem Solving

• Independently analyze and resolve complex problems involving cross-platform systems (Windows, macOS, iOS, Android), enterprise applications, and executive hardware configurations.
• Apply advanced troubleshooting techniques across productivity software (Microsoft 365, Apple iWork), video conferencing systems (Zoom, Webex, Logitech), and mobile device management solutions.
• Serve as a subject matter expert (SME) on evolving digital tools used by the executive team; evaluate new technologies and recommend enhancements.

Autonomous Support Delivery

• Provide both remote and on-site support services using discretion and adaptability to minimize disruption to executive operations.
• Manage high-priority service requests with minimal oversight, exercising judgment to triage and resolve issues based on business impact and urgency.
• Maintain flexible availability, including after-hours support as needed to accommodate executive schedules.

Confidentiality and Professional Discretion

• Exercise a high degree of confidentiality and tact in handling sensitive data and executive communications.
• Ensure secure handling of devices, credentials, and network access in compliance with internal governance and external regulatory standards.

Knowledge Management and Process Improvement

• Develop and maintain detailed documentation of solutions, configurations, and system optimizations in enterprise ticketing and knowledge systems.
• Contribute to the continuous improvement of white-glove IT support policies and service delivery models.