Technical Help Desk III (US)

The IT Operations Analyst will support executive leadership and their staff primarily based out of the St. Paul MN headquarters with flexibility to travel to local offices and off-site events. This role requires exceptional customer service skills a high level of professionalism and experience supporting executive-level stakeholders. The ideal candidate will bring strong communication technical support and analytical skills. This role involves collaborating across support teams to troubleshoot issues gather insights and maintain knowledge articles all with the goal of delivering an outstanding executive support experience.

Responsibilities:

• Provide white-glove technical support to executives and senior leaders, ensuring a seamless experience across daily technology needs.
• Take full ownership of complex support requests by troubleshooting problems, coordinating escalations, and confirming resolution with stakeholders.
• Configure, maintain, and support laptops, mobile phones, tablets, printers, conferencing tools, and related business hardware.
• Assist users across Windows, macOS, iOS, Android, and Microsoft 365 environments, delivering clear guidance and timely issue resolution.
• Anticipate potential disruptions by offering proactive support that helps maintain productivity for leadership teams.
• Prepare technology setups and deliver real-time assistance for executive meetings, presentations, and other high-visibility events.
• Partner with internal IT groups and external vendors to manage advanced technical incidents and ensure effective follow-through.
• Oversee executive device deployment, refresh activities, upgrades, and migration-related support throughout the hardware lifecycle.
• Act as a trusted resource on emerging technology and AI tools by advising leaders on practical usage and adoption opportunities.
• Create and maintain documentation, knowledge articles, and support insights that improve consistency across the executive support function.
• Bachelor’s degree in a technical or related discipline, or a high school diploma with 8 years of comparable relevant experience.
• At least 4 years of relevant work experience, including a minimum of 1 year in a hands-on technical support capacity.
• Proven background supporting audio/visual technology, including both hardware components and software-based solutions.
• Practical experience with Windows, macOS, iOS, and Android in a business support environment.
• Strong working knowledge of Microsoft 365 and other common enterprise productivity platforms.
• Experience using IT service management or ticketing systems to track, prioritize, and resolve support requests.
• Excellent customer service, communication, and problem-solving skills, with the ability to explain technical topics to varied audiences.
• Demonstrated strong workplace conduct, sound judgment, and the ability to handle sensitive information with confidentiality.