Field Support Senior Advisor (Executive)

Elevance Health (Anthem); Indianapolis (IN); On-site; USD 120,000 - 150,000; Full time

Job summary

Elevance Health in Indianapolis seeks a Field Support Senior Advisor (Executive) to provide concierge-style IT support for executives, including hardware and remote-work services. The role requires strong leadership and hands-on expertise in Windows/macOS, security practices, and project coordination.

Ideal candidates will have an AA/AS in IT or related field with 7+ years of relevant experience, including 3 years in a leadership capacity, plus 10 years in VIP-level IT support.

Qualifications

• AA/AS degree in Information Technology, Computer Science or related field with a minimum of 7 years of relevant experience including 3 years in a leadership role.
• 10 years in executive/VIP level IT support or similar role preferred.
• Strong knowledge of Windows/macOS operating systems, networks, hardware, software installation and IT security practices.
• Excellent analytical and problem-solving abilities with clear communication to executives and teams.

Responsibilities

• Provide concierge-style technical support to executives, including remote work and VIP service.
• Diagnose and resolve complex issues across software, hardware, networking, and third-party apps.
• Install, configure, and maintain computer systems, networks, and peripherals.
• Lead or assist technical projects, software rollouts, and infrastructure changes.
• Create and maintain technical documentation and conduct training for executives and staff.
• Collaborate with IT teams and vendors, managing incidents from start to resolution.
• Schedule preventive maintenance and advise on hardware selections and deployments.

Skills

Executive VIP support

Customer service

Analytical problem solving

Written and verbal communication

Discretion and confidentiality

Time management

Adaptability

Education

AA/AS in IT or related field

Tools

Windows

macOS

Microsoft 365

Active Directory

IT security practices

CompTIA A+ / ITIL / Microsoft certifications

Job description

Field Support Senior Advisor (Executive)

Location : This role requires associates to work from the office in Indianapolis, Indiana full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.

How you will make an impact:

• High-Level Support: Provide \"concierge-style\" technical support to executives, often including support for remote work, specialized hardware (e.g., A/V equipment for meetings), and VIP service. Assist customers in planning moves by making technical recommendations and answering logistical questions.


• Advanced Troubleshooting: Diagnose and resolve complex technical issues related to software, hardware, networking, mobile devices, and third-party applications (e.g., Microsoft365, Active Directory). Provide direction to other technicians on resolving complex hardware issues and plans, oversees and provides resources to handle large-scale manufacturer hardware recalls.


• System Management: Install, configure, and maintain computer systems, networks, and peripherals, ensuring all components are functional and secure.


• Project Coordination: Lead or assist with technical projects, such as new software rollouts, system upgrades, and infrastructure changes, ensuring alignment with business objectives. Creates hardware support plans and provides adequate staffing for offices.


• Documentation and Training: Create and maintain technical documentation, knowledge base articles, and conduct training as needed for executives, their executive administration staff and chief of staffs, and for the executive support team on new technologies or security awareness.


• Collaboration and Escalation: Work closely with other IT teams (e.g., engineering, product development) to resolve issues that cannot be handled at the executive support level, managing the incident lifecycle from start to resolution. Plans and provides resources to conduct large scale hardware deploys. Works with external vendors for providing remote-hands work when needed and budgets funds, resources and support plans for remote hands work.


• Proactive Maintenance: Schedule and perform preventive maintenance, monitor system performance, and identify vulnerabilities to ensure optimal and uninterrupted system functionality. Advises technicians on which standard products should be selected and decides when hardware exceptions should be considered.

Minimum Qualifications:

Requires an AA/AS degree in Information Technology, Computer Science or related field of study with a minimum of 7 years relevant experience with 3 years experience in a professional/leadership role; or any combination of education and experience, which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences:

• Proven experience in a executive level/VIP level technical support role, or IT support role, with 10 years of experience in supporting VIPs/Executive level users strongly preferred.


• Expert knowledge of operating systems (Windows, macOS), network protocols, hardware, software installation/troubleshooting, and IT security practices strongly preferred.


• Excellent analytical and problem-solving skills to quickly identify and resolve complex technical issues preferred.


• Superior written and verbal communication skills to interact professionally and effectively with executives and technical teams, explaining complex information in an understandable manner preferred.


• Superb customer service orientation, empathy, and patience, particularly when dealing with high-demand executive users. Reliability, accuracy and consistency are also paramount.


• Relevant certifications such as CompTIA A+, ITIL, or Microsoft certifications are preferred.


• Adaptability, complete discretion (for handling confidential information), time management, and the ability to work independently or as part of a team under significant pressure.


• Ability to anticipate needs to think ahead to identify potential issues before our executives experience them.

Job Level:

Non-Management Exempt