IT Analyst II

Jobtailor; Charlotte (NC); On-site; USD 65,000 - 95,000; Full time

Job summary

Jobtailor in Charlotte, NC seeks an experienced IT support professional to deliver high-touch executive IT services. You will be the primary contact for executives, handle escalations, and ensure secure, smooth technology experiences across Windows, MacOS, and Microsoft 365.

The role requires 3–5+ years in IT support, strong collaboration skills, and a track record supporting senior leaders in hybrid environments.

Qualifications

• 3–5+ years of IT support, executive support, service desk, or desktop support experience.
• Experience supporting senior executives, VIP customers, or leadership teams.
• 3+ years with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• 3+ years with Windows 11 and macOS.
• 3+ years with mobile device management (iOS and Android).
• 3+ years with collaboration and conferencing technologies.
• 3+ years with IT service management platforms such as ServiceNow.
• ITIL Foundation certification (valued).
• Microsoft 365 certifications (valued).
• Experience supporting hybrid work environments (valued).
• Knowledge of endpoint management solutions such as Microsoft Intune (valued).
• Experience in enterprise-level IT operations and support (valued).

Responsibilities

• Provide personalized, high-touch technical support for executives, senior leaders, and key stakeholders.
• Serve as the primary point of contact for executive technology issues, requests, and escalations.
• Diagnose and resolve hardware, software, network, mobile device, and collaboration platform issues.
• Coordinate executive onboarding, office moves, travel support, and technology setup.
• Support Windows and macOS devices, mobile devices, peripherals, and conferencing technologies.
• Troubleshoot Microsoft 365, Teams, Outlook, SharePoint, OneDrive, and related enterprise applications.
• Support conference rooms, executive presentations, virtual meetings, and special events.
• Maintain communication with customers throughout support requests and develop trusted executive relationships.
• Identify opportunities to improve executive technology experiences.
• Manage incidents and service requests through ITSM processes.
• Document, track, prioritize, and resolve support tickets and executive escalations.
• Create and maintain knowledge articles and support documentation.
• Adhere to security, privacy, and compliance policies.
• Support endpoint security, software updates, and compliance initiatives.
• Promote cybersecurity awareness and best practices.

Skills

Technical Support

Troubleshooting

Incident Management

Service Desk Operations

Endpoint Management

Education

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience

Tools

Microsoft 365

Windows 11

MacOS

ServiceNow

Microsoft Intune

Job description

• Provide personalized, high-touch technical support for executives, senior leaders, and key stakeholders


• Serve as the primary point of contact for executive technology issues, requests, and escalations


• Diagnose and resolve hardware, software, network, mobile device, and collaboration platform issues


• Coordinate executive onboarding, office moves, travel support, and technology setup


• Support Windows and macOS devices, mobile devices, peripherals, and conferencing technologies


• Troubleshoot Microsoft 365, Teams, Outlook, SharePoint, OneDrive, and related enterprise applications


• Support conference rooms, executive presentations, virtual meetings, and special events


• Perform advanced troubleshooting and coordinate escalations with technical teams


• Maintain communication with customers throughout support requests and develop trusted executive relationships


• Identify opportunities to improve executive technology experiences


• Manage incidents and service requests through ITSM processes


• Document, track, prioritize, and resolve support tickets and executive escalations


• Create and maintain knowledge articles and support documentation


• Adhere to security, privacy, and compliance policies


• Support endpoint security, software updates, and compliance initiatives


• Promote cybersecurity awareness and best practices

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience


• 3–5+ years of IT support, executive support, service desk, or desktop support experience


• Experience supporting senior executives, VIP customers, or leadership teams


• 3 years or more experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)


• 3 years or more experience with Windows 11 and macOS


• 3 years or more experience with mobile device management (iOS and Android)


• 3 years or more experience with collaboration and conferencing technologies


• 3 years or more experience with IT service management platforms such as ServiceNow


• ITIL Foundation certification (valued)


• Microsoft 365 certifications (valued)


• Experience supporting hybrid work environments (valued)


• Knowledge of endpoint management solutions such as Microsoft Intune (valued)


• Experience in enterprise-level IT operations and support (valued)

Core Competencies

Demonstrates expertise in providing high-touch technical support for executives, including troubleshooting Windows and macOS devices, Microsoft 365 applications, and collaboration technologies. Proven ability to manage incidents, enhance executive technology experiences, and maintain compliance with security policies.

Highest-signal resume keywords

• IT Support Experience


• Microsoft 365 Proficiency


• Windows 11 Support


• Mobile Device Management


• ITIL Foundation Certification

ATS Optimization Keywords

Hard Skills

• Technical Support


• Troubleshooting


• Incident Management


• Service Desk Operations


• Endpoint Management

Soft Skills

• Communication


• Relationship Building


• Problem Solving

Certifications & Qualifications

• ITIL Foundation Certification


• Microsoft 365 Certifications

Industry Keywords

• Executive Support


• Hybrid Work Environments


• Cybersecurity Awareness
  
• Compliance Policies


• Collaboration Technologies

Tools & Technologies

• Microsoft 365


• Windows 11


• MacOS


• ServiceNow


• Microsoft Intune