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Senior It Support Technician, Executive Support
Company | SoFi |
Address | San Francisco, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-08-28 |
Posted at | 8 months ago |
Employee Applicant Privacy Notice
- VIP support: Deliver personalized support to executives, demonstrating a high level of professionalism, confidentiality, and attention to detail. Address their specific technology requirements, preferences, and concerns efficiently and effectively.
- Documentation and knowledge sharing: Create and update technical documentation, user guides, and knowledge base articles to facilitate self-service for executives and improve the overall support process. Share knowledge and expertise with team members to enhance their skills and abilities.
- Continuous improvement: Stay up-to-date with the latest technology trends, best practices, and industry developments. Propose and implement innovative solutions to enhance the overall IT support experience for executives.
- Collaboration and communication tools: Assist executives in utilizing collaboration and communication tools, such as email clients, video conferencing platforms, and project management software. Train executives on new technologies and features as needed.
- Incident management: Monitor and manage executive-related incidents and service requests in the IT ticketing system. Prioritize and escalate issues as necessary to ensure timely resolution and minimize disruptions to executive productivity.
- IT infrastructure support: Collaborate with the IT team to maintain and improve the organization's IT infrastructure. Participate in the planning, implementation, and maintenance of hardware, software, and network systems, including servers, routers, switches, and firewalls.
- Executive device management: Oversee the setup, configuration, and ongoing maintenance of executive devices, such as laptops, tablets, smartphones, and peripherals. Ensure devices are up-to-date with the latest software, security patches, and antivirus solutions.
- Provide specialized technical support: Act as the primary point of contact for all IT-related issues and requests from executives, including hardware, software, and network-related concerns. Offer expert advice, troubleshoot problems, and deliver timely resolutions to minimize downtime.
- System administration: Perform system administration tasks, including user account management, access control, and permissions management. Ensure compliance with security policies and protocols, and proactively identify and address potential security risks.
- Strong communication and interpersonal skills to interact effectively with executives and IT team members.
- Familiarity with collaboration tools, such as Microsoft Office 365, Google Workspace, and video conferencing platforms.
- Strong technical knowledge of computer hardware, software, networking, and mobile devices.
- Associates degree in computer science, information technology, or a related field (or equivalent experience).
- 6-8 years of experience in technical support in a large scale company.
- Proactive attitude with a focus on continuous improvement and learning.
- Proficiency in operating systems (e.g., Windows, macOS, iOS, Android) and common productivity applications.
- Experience with system administration, user account management, and security practices.
- Ability to maintain confidentiality and handle sensitive information with discretion.
- Proven experience supporting executive-level members of the organization.
- Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
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