Position Description

 

                                   

Title: Executive Support Technician                                                              

                                   

 

Core Function:

The Executive Support Technician role on the Stryker Account is a high valued role, due to the structure, relationships, and white-glove support brought to their CEO and -3 structured peers.

 

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.

 

• Required to meet the monthly metric standard of 100 tickets (150 goal) closed a month.
• Required to meet the monthly metric standard of 0 tickets breached SLA/OLA for incident requests for Resolution and Acknowledgement times.
• Become familiar and understand the admins and who falls within scope of designated support.
• Provide AV Support for Executives during Meetings and Support events.
• Build key relationships with admins and executives within the business.
• Understand the key processes within Level 2 Support (New Hire, PC Refresh, Terminations).
• Provide off hour support to Executives.
• Provide travel support for Executives during high valued Meetings and high priority issues.
• Maintain engagement within the Executive Support Mailbox and Ticket queue.
• Document, create, and maintain tickets within ServiceNow.
• Maintain targeted Ticket Metrics from Pomeroy/Client.
• Maintain SLA/OLA elapsed times (No breaches).
• Assist with Dispatching tickets and the ticket creation process.
• Providing a IT Level 2 support service regarding troubleshooting and standard processes for the end users involved.

 

Minimum Knowledge, Skills and Abilities Required:

• 2+ years Deskside Support required
• White Glove Support experience preferred
• Enterprise Level experience preferred
• In progress or have acquired the CompTIA A+

• Demonstrates excellent verbal communication and writing skills.
• Demonstrates good customer service skills and motivation.
• Must be responsible and dependable.

• Must have reliable transportation.

• Demonstrates experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications.
• Ability to work well with various people from staff to high-level administrators.

 

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another.  Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

 

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors.  Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

 

General Office Environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.

 

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