Job Position: Service Desk Executive Lead
Department: Technology Operations
Reports to: VP, Technology Operations
FLSA: Exempt - Administration
Status: Full-time
Work Location: Silver Spring, MD (Hybrid)
OVERVIEW:
The Radio One story began simply with a dream and one radio station. Forty years, 13 markets, and 70+ stations later, we are an urban media empire, spanning multiple media platforms. Our mission here at Radio One, Inc. is simple – to be the most trusted media source in the African American community. We pride ourselves on hiring people who are dedicated and continue to challenge the norm while embracing a corporate culture built on creativity and passion.
ESSENTIAL RESPONSIBILITIES:
- Manage support resources and projects, implement technical policies and standards, and assess the effectiveness of support activities.
- Ensure executive customer satisfaction by delivering superior results in a timely and efficient manner.
- Directly interact with and support C-level and other senior corporate executives, addressing their needs with a high degree of tact and professionalism.
- Travel to provide support to executives beyond the corporate office location during core business days and hours and in an on-call manner.
- Place and manage equipment and supply orders for executives, with discretionary spending up to established levels.
- Maintain presence in corporate offices to provide hands-on support to the executive team as required by executives’ schedules.
- Operate as an integral part of the Service Desk team, focused on executive support and assisting with daily operational service needs.
- Track and document Executive support issues within the ServiceNow system.
- Develop an Executive Support portfolio documenting special requirements and configurations implemented to support executives.
- Ensure that executives from all business units have positive support interactions, and issues are documented and handled efficiently.
- Manage and meet support Service Level Agreements (SLAs).
- Generate reports and perform analysis to evaluate support outcomes and address deficiencies.
- Resolve technical requests, including but not limited to:
- Trouble ticket management and documentation of support issues/resolutions.
- Laptop and Desktop support, including connectivity to Directory Services, File Server connectivity, Printer configuration, and Email support for Office 365, Outlook, and Apple Devices.
- Usage of Microsoft Administrative Tools to support end-user needs.
- Network services troubleshooting and workstation connectivity, including wireless.
- Support corporate Security Stack applications, e.g., EDR, Anti-Ransomware.
- IOS and Android Mobile Devices support including Smart Phones, Tablets, etc.
- Support diverse A/V needs from Cable TV to streaming to telepresence.
- Other duties as assigned.
KNOWLEDGE/SKILLS/ABILITIES:
- Demonstrated ability to maintain a customer-service focus and attitude at all times.
- Ability to work individually and as part of a team.
- Effective interpersonal skills and relationship-building skills.
- Demonstrated ability to triage and troubleshoot a variety of technical issues.
- Excellent written and oral communication skills, ability to present ideas in user-friendly language.
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks.
- Ability to work on multiple projects/priorities in a deadline-driven environment.
- Ability to remain calm in pressure situations.
- Ability to adapt quickly to a rapidly changing environment.
- Willingness to learn new technologies.
- Proactively address new and emerging problems.
EDUCATION and/or EXPERIENCE:
Bachelor’s degree or equivalent experience preferred. 8+ years of advanced IT experience in working with senior management clientele. Hands-on experience and knowledge of desktop and laptop hardware and software. Expansive background and proficient skills with Microsoft productivity tools O365, Apple, and Microsoft-based technologies. Microsoft Certified IT Professional (MCITP) or Microsoft Certified Desktop Support Technician (MCDST) strongly preferred.
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