Executive IT Support Analyst

Job Title: Executive VIP Support Analyst Level 3
Location: Brooklyn, NY (Onsite)
Duration: Contract Position

Job Purpose:The Executive Support Analyst is part of the global Executive Support team operating across the US responsible for delivering a premium, white-glove IT support experience to Executive and VIP users.This role provides 24x7 technology support to executives and their assistants, ensuring timely resolution of IT issues beyond standard service-level agreements. The position requires exceptional professionalism, discretion, and technical expertise, along with flexibility to support executives across global locations, including travel for board meetings, conferences, and in-home configurations.

Key Responsibilities:Deliver high-touch, best-in-class IT support and VIP users with the highest level of professionalism and confidentiality.Serve as a primary point of contact for executives and their assistants for all workplace technology needs.Provide hands-on support for desktops, laptops, mobile devices, conferencing systems, and collaboration tools.Troubleshoot, analyze, and resolve hardware, software, connectivity, and application issues within authorized scope.Escalate complex or unresolved issues to the Executive Support Lead or Director, ensuring warm handoffs and timely resolution.Support executive technology needs during off-site meetings, board sessions, conferences, and global travel.Configure devices, install software, and support peripherals using approved standards and best practices.Maintain proactive communication with executives, providing regular updates and setting clear expectations during issue resolution.Collaborate closely with regional and global IT teams to deliver a seamless experience for traveling executives.Act as the "voice of the customer" by providing feedback to product managers and IT leadership for continuous service improvement.Assist in developing standard operating procedures (SOPs), knowledge articles, and documentation specific to executive support services.Foster strong working relationships with external vendors and specialized technical partners.Participate in on-call support, overtime, and global travel as required.

Knowledge, Skills & Experience:Exceptional verbal and written communication skills with the ability to interact confidently with senior executives.Strong customer service mindset with empathy, urgency, and discretion.Ability to translate complex technical concepts into clear, business-friendly language.Proven experience supporting workplace technologies, including:Windows and Apple devicesMicrosoft 365, Office, TeamsVideo conferencing and collaboration tools (MTR, AV)VPN, MFA, RSA tokensWAN/LAN/Wi-Fi networkingAzure Cloud environmentsPrinting and peripheral supportStrong analytical and problem-solving skills, with the ability to leverage internal and external knowledge bases.Passion for learning, teaching, and adopting new technologies.
Qualifications

Essential:Bachelor's degree in a relevant discipline or an equivalent combination of education, training, and experience.Excellent interpersonal and communication skills.Proven ability to maintain confidentiality and sensitivity when supporting executive-level users.Strong customer service capabilities.

Desirable:Experience in process design and service improvement.Knowledge of user journey, persona development, and capability maturity assessments.

Job Dimensions
Direct Reports: None
Budget Responsibility: None
Key Stakeholders & InterfacesExecutive Leadership and their support teamsDigital Workplace Services and IT LeadershipBusiness Partners and Strategic DirectorsInternal Business Stakeholders and Digital ForumsAgile Project and Delivery TeamsExternal Vendors and Technology PartnersThis role is critical in ensuring a trusted, seamless, and premium IT experience.

Job Type: Contract

Pay: $ $33.00 per hour

Work Location: In person