Description About the role The IT Executive Support Specialist is responsible for providing high-level technical support to executive staff, ensuring their technology needs are met efficiently and securely. Primarily, they will provide on-site support for the Executive and Senior Leadership team at our Home Office Location in Raleigh, NC as well as support end-users in the field. They are responsible for managing ticket flow, resolution, escalations, and providing team mentorship as well as providing remote and occasional on-site technical support for MyEyeDr. across the enterprise. Reporting to the Sr. Manager - IT Operations and Support Services, you will enhance the company's operational technological efficiency for the offices and provide technical support to the executive team. This role is performed onsite in our Raleigh, NC Home Office.
You Will - Deliver top-tier technical support to executives, both on-site and remotely, ensuring exceptional customer service
- Communicate with Senior Leadership Members, as well as all other associates, to resolve reported incidents and exhibit exceptional patience and professionalism.
- Directly interface with Executives and Senior Leadership on a daily basis, in-person/on-site, at our Home Office.
- Support on-site Network and A/V systems in business environments at our Home Office Location.
- Install and configure workstations and related technologies for new hires.
- Configure and support mobile devices such as iOS (iPhone and iPads) and support Android mobile phones.
- Manage the day-to-day technology needs of the Home Office Location.
- Evaluate new technologies for use within the business, validate operability, and lead the deployment.
- Strategically analyze complex service requests to resolve in a time efficient manner.
- Collect, provide, and maintain detailed records in service requests regarding actions taken to resolve.
- Independently troubleshoot and resolve technologies issues, including hardware, network connectivity, credentials, and business applications, at an advanced level.
- Ensure direct follow-up on major issues to maintain clear communication.
- Troubleshoot and document resolution of Windows Operating System and MacOS Issues.
- Effectively and efficiently be able to multi-task with vendors and associates.
- Manage service ticket workloads and resources to meet KPIs such as Service Level Agreement (SLA)
- Drive continuous improvement of the office service experience through Incident Management, Problem Management, and Knowledgebase practices
- Assist Service Desk team members with Service Impacting Outages
- Work with vendors and MSPs to ensure critical systems are available.
About You - High School Diploma or equivalent is required.
- Associate or Bachelor's degree in a computer related field is preferred, or the equivalent combination of education, training and experience
- 4+ Years minimum experience in an enterprise helpdesk or computer
support environment with previous experience working in a lead capacity.
- 2+ years of experience providing Executive / VIP Support
- Experience serving as a level 2 or higher technician in a similarly complex IT environment is required
Grow with Us - Career Development and Training Opportunities
- Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more
- Participate in our Vision coverage and associate discounts on our products
- Participate in our 401(k) with competitive company match
- Accrue PTO and paid holidays from day one
Introduction MyEyeDr. How do you see yourself today? Are you looking for that unique opportunity where you can make a difference in the lives of the patients we serve? MyEyeDr. is a high-growth, premier healthcare company: a total vision care concept with a unique retail experience. Our trusted community doctors and knowledgeable teams are all focused on helping our patients live their best lives by delivering an exceptional, personalized experience to each of our patients in every interaction. Our business model is unlike others in the industry: we make healthcare accessible by welcoming all insurance and providing a great selection of stylish eyewear that meets the diverse needs of our patients. This role provides a chance for you to build your professional career with an organization that is purposeful and whose values drive actions. You would have the opportunity to prioritize the care of our associates and our patients, to connect the knowledge of our talented teams to our patients' needs, and to work in a fun, inclusive environment as part of a collaborative team. We are in search of that unique individual who is inspired by a career focused on helping others and providing quality care while continuously growing professionally and improving MyEyeDr. in meaningful ways. If this is you, we encourage you to apply so you can get your journey started with MyEyeDr. where you can help people see, look, and be their very best. MyEyeDr. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. MyEyeDr. will not tolerate discrimination or harassment based on any of these characteristics.
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