Title:  Desktop Support Technician - Executive Support

Job Title: Desktop Support Technician – Executive Support

Job Code: 27169

Job Location: Palm Bay, FL 

Job Schedule: 9/80; Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off 

Job Description:

The Enterprise IT Customer Services Representative is responsible for maintaining, managing, configuring, and troubleshooting End User Desktops in secure program areas. Duties include installing, configuring, troubleshooting, and maintaining Windows Desktops (virtual or physical), as well as maintaining engineering software tools. This person must be able to communicate technical concerns and solutions to various levels of management, engineering, and security teams. Perform other IT duties as required.

Essential Functions:

• Executive Support provides high-level administrative assistance to the executive team, ensuring efficient operations and coordination. This role requires a proactive, organized, and detail-oriented individual capable of managing multiple tasks and priorities with discretion and professionalism.
• Provide dedicated, high-priority IT support to executive and VIP staff, addressing technical issues promptly and effectively.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, and peripheral equipment.
• Prepare, configure, and deploy desktop and laptop systems, ensuring all necessary applications and settings are in place.
• Perform regular maintenance and updates on executive and VIP devices to ensure optimal performance and security.
• Manage and resolve IT incidents and service requests, ensuring timely and accurate resolution in line with service level agreements (SLAs).
• Provide training and support to executive and VIP staff on the use of IT systems and applications, enhancing their productivity and efficiency.
• Work closely with other IT teams, including Network, Server, and Applications Administrators, to resolve complex issues and implement solutions.
• Maintain an inventory of IT equipment and supplies for executive and VIP users, ensuring availability and readiness.
• Keep detailed records of support activities, configurations, and resolutions to maintain an accurate knowledge base.
• Identify and recommend improvements to IT processes and services to enhance the support experience for executive and VIP staff.
• Maintain clear and consistent communication with executive and VIP users, providing updates on the status of their IT issues and requests.Ensure all executive conference rooms are maintained in optimal condition, including cleanliness, functionality, and readiness for meetings.
• Provide on-site technical support for conference room equipment, including audio-visual systems, video conferencing tools, and presentation devices.
• Prepare and configure conference rooms for meetings, including setting up equipment, testing systems, and ensuring all technology is functioning correctly.
• Quickly diagnose and resolve technical issues that arise during meetings to minimize disruptions.
• Meet established service level agreements (SLA), requirements leveraging best practice and L3Harris standards and processes. Analyzing and acting upon SLA’s and metrics data to ensure customer service and customer satisfaction
• Elevate immediately to L3Harris IT leadership any potential risks and concerns that could have significant impact on the sites ability to meet customer expectations and contractual requirements for both internal and external customers
• Guide continuous improvement efforts for executive staff and adminstrators.
• Ensure consistent and appropriate communication with key stakeholders.

Qualifications:

• Requires a High School Diploma or equivalent and a minimum of 8 years of prior relevant experience or 2 years post-Secondary/associates degree with a minimum of 4 years of prior related experience.

Preferred Additional Skills

•  Bachelor's Degree and/or A+ Security+ Network+/Microsoft certifications are a plus.
• Must be detail-oriented, accurate and well organized
• Excellent oral and written communication skills, interpersonal and organizational are required
• Ability to work independently and efficiently to meet deadlines and established response times is essential
• Ability to establish and maintain a good working relationship with other professionals to provide support and resolve issues
• Must be able to remain flexible with changes in priorities for various task and project assignments

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