IT Executive Support Technician

Our Opportunity:

At Chewy, it is our mission to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike! We are seeking a highly motivated IT Executive Support Technician located at our corporate hub in Plantation, FL! The Chewy IT Executive Support team provides 5-star technical support, both remotely and in person to executive level staff across Chewy.

The IT Executive Support Technician plays a fundamental role in minimizing productivity challenges for executive staff and implementing solutions to address emerging needs. This is a highly visible role and will be responsible for providing end-to-end support for Windows and Mac hardware/software, audio/video conferencing, executive focused applications and more. This is a great opportunity for someone who wants to be part of a vibrant, dynamic and successful IT team. 

What you'll do:

• Act as the main point of contact for executives and executive assistants across the organization. You will also assist and support non-Executive support staff as well
• Collaborate with business leaders and necessary IT teams to ensure our executive endpoints, mobile devices, peripherals, applications, and other assigned devices are consistently working
• Design, build and implement software solutions to improve system reliability and experience
• Lead meetings with various partners and peers regarding Executive Support initiatives or events
• Lead Service Review meetings with Executive Assistant team to review initiatives, SLAs, and project status updates
• Manage multiple channels of support for Executive Assistants and staff (Chat, Voice, E-mail and on-site). Be the owner of the chat channel for EAs and IT
• Project manage and support IT projects related to the Executive staff
• Prioritize and manage the executive support incidents/requests and provide weekly reporting of support issues to IT management
• Proactively partner with executive assistants to review technical challenges, research and implement solutions
• Plan and oversee critical events such as board meetings, earnings calls and company town-halls
• Troubleshoot and resolve a variety of technical issues regarding networks, client/server systems, PC’s, desktop application software, and peripheral devices; escalate issues as needed.
• Provide IT/AV conference support for onsite/offsite presentations, events, and meetings related to executives which may occur after-hours and on weekends
• Interact with and manage contractors/vendors/providers, when applicable, and ensure end to end accountability in all areas related executive support
• Maintain documentation for all Service Desk and end user processes and procedures pertaining to executives
• Train executive staff and supporting users on existing and new technology
• Lead the testing, documentation and implementation of new hardware/software related to executive staff
• Work closely with HR and IT teams to ensure seamless onboarding experience for new executives joining the organization
• Participate in 24/7 support and on-call rotation
• Ability to travel up to 20% is required

What you'll need:

• Minimum of 5 years’ experience providing technical support in a corporate environment
• Technical certifications - CompTIA A+ or CompTIA Network +, Apple ACMT or ACSP Certification, MS certifications such as MCSE, MCSA, and/or MCITP
• Extensive knowledge of A/V systems and solutions such as Crestron
• Functional knowledge of Active Directory and related services
• Experience supporting endpoints via SCCM and JAMF
• Experience administering Office 365
• Extensive knowledge of Windows Desktop and Mac Operating Systems
• Experience supporting MS Office Suite (Word, Excel, PowerPoint, Outlook)
• Broad experience within technical areas such as infrastructure, network administration, Operating Systems (MS Windows, Linux) and Unified Communications
• Notable Project Management experience
• Work under pressure and effectively prioritize tasks
• Effective listening and interpersonal skills. Must be able to understand customer needs, communicate clearly and negotiate complex issues when necessary

Bonus:

• Prior experience operating in an executive support role
• JAMF Certification
• Project Management Certification