Information Technology Support Specialist

SISL Global; Florham Park (NJ); On-site; USD 90,000 - 115,000; Full time

Job summary

Organon seeks an Executive Support Specialist to act as the primary IT contact for the organization’s executive team and staff. You will deliver end-to-end technical support for on-site services, devices, and secure access, including board meeting support.

The role requires extensive desktop, networking, IT security, and mobile tech experience, with readiness for travel, weekend, and on-call coverage as needed.

Qualifications

• Bachelor degree or equivalent preferred.
• Minimum 3 years IS Technical Support experience.
• Certifications such as MSDST, MCSE, ITIL are a plus.
• SharePoint experience is a plus; Remedy knowledge is beneficial.

Responsibilities

• Functions as the single point of contact for IT issues to senior management and their staff.
• Provide end-to-end technical support for executive level users and on-site services.
• Support board meetings and on-site executive workstations and peripherals.
• Perform OS installations, hardware upgrades, and software deployments (SCCM).
• Provide mobile device support and remote access, including login provisioning.

Skills

Customer service orientation

Team collaboration

Oral communication

Planning and organizing

Initiative

Problem solving

Education

Bachelor degree or equivalent

3 years IS Technical Support experience

Tools

SCCM

Remedy

Lync

Adobe Connect

InterCall

Polycom

Job description

The Executive Support Specialist position is primarily responsible for being the single point of contact for all Information Technology related matters, to Organon Executive Management Personnel and their Executive Administrative staff. This resource provides technical support for all On-site Support Services steady state and project work related to executive level support. Travel, weekend and on-call availability is a core requirement of this position.

Additionally, the mission of the Executive Support Specialist is to provide and/or seek resolution to all customer incidents and problems. The individual will need to have an extensive understanding of desktop engineering, desktop support, Networking & IT Security, and mobile telephony technology. He/she will liaise with the larger ESS entity and service partners to ensure that support requirements are met.

Principal Responsibilities: (Essential Functions)

• Functions as the single point of contact for all IT related issues to senior management (VIPs) and provides end to end technical support for Organon Executives and their direct support staff.
• Provide board support for quarterly meetings of Executive and Non-Executive Directors.
• Maintain, troubleshoot, and provide technical support for the executive workstations (laptops and desktops) and approved peripherals.
• Perform hardware upgrades (memory installs, hard drive upgrades) as required.
• Perform operating systems installations using industry standard imaging technology.
• Perform software installation using industry standard deployment tools such as Microsoft SCCM (System Center Configuration Manager).
• Provision, maintain and provided technical support for mobile hardware to include but not limited to Apple iPhone & iPads, Android, Microsoft Mobile Devices, and Blackberry.
• Provision, maintain and provide technical support for mobile devices.
• Advanced screening/testing of technology projects and deployment in regards to potential impact of the change on Executive level users.
• Provide personalized training of hardware and software to the executive community.
• Perform data migrations to new systems while ensuring all data is properly migrated from old system.
• Perform executive level on-boarding, off-boarding, and transfers between entities and countries.
• Work on requisitions of new equipment to determine application needs for new and existing users.
• Interface with support partners to ensure appropriate logins/passwords are created to corporate applications and network resources.
• Must be prepared to contact remote users and other employees to determine the status of login creation and to retrieve necessary files from existing users.
• Maintain Remedy tracking software with up to date information on ticket progress per the asset process/policy.
• Contribute to On-site Support Service Teams operation documentation as required.
• Consistently attain SLA agreed upon with the business.
• Support the needs of the business and executives at the local site, off-site events, and remotely as required.
• Offer continuous improvement ideas and suggestions.
• 24x7 On Call support availability during scheduled on-call time.

Job Requirements

Education and Experience

• Bachelor of Art or Science or equivalent technical school degree preferred.
• A minimum of 3 years experience in IS Technical Support.
• Must have a strong understanding of AV/VTC technology that includes but not limited to Microsoft Lync, Adobe Connect, InterCall, Polycom Video Teleconferencing, and Web Casting technologies.
• Following Industry Certifications, a plus: MSDST: Microsoft Certified Desktop Support Technician, MCSE: Microsoft Certified Solutions Expert and ITIL: Foundation Level
• Microsoft SharePoint experience is a plus.
• Knowledgeable about the application, Remedy is a plus.

Physical Requirements

• Must be able to lift desktops, laptops, monitors, printers and other IT related equipment.

Skills

• Working in a highly dynamic, rapidly changing environment, which requires being comfortable with uncertainty and the ability to drive activities forward in this environment.
• Maintain a sound knowledge of Windows Enterprise Editions.
• Maintain a sound knowledge of Microsoft Office 365.
• Display a dedication to customer service skills, the ability to organize and follow directions.
• Be polite, dependable, prompt, neat in appearance and self-motivated.
• The ability to coordinate additional help and plan appropriately.
• Ability to collaborate with a team virtually.
• Analysis
• Customer Service Orientation
• Accountability & Effective follow up
• Functional Job Knowledge
• Initiative
• Oral Communication
• Planning and Organizing
• Teamwork Orientation
• Technical and Professional Competence
• Working Relationships
• Maintain inter-department relationships to resolve client issues.
• Effectively communicate with extended service providers and IT infrastructure groups.
• Foster communication with the Organon Executive team and their direct support staff.