Support Center Analyst IINew York, NYRemote – USAThe College Board, the national educational organization, is conducting a search for a Support Center analyst Executive support for our Technology team. This position is based in our New York, NY office.About the RoleThe Support Center Analyst II will be primarily responsible for providing day to day and technical support for College Board office Executives and EVP s. The candidate will be a part of the support center team and will be required to collaborate with other support center analysts, stay up to date with the College Board s technologies, participate in incident resolution, provide end user communications, document and follow support center procedures and processes. The candidate must be comfortable with articulating the executive needs and providing technical support in line with the Support Center Center s policies and procedures. This candidate must appreciate the dynamics of working with senior administrative assistants and are comfortable with a schedule that works around the needs and location of the Executive.The Support Center Analyst II is an expert and managing through change initiatives and understanding that how executives feel about the technology experience and the service provided is what matters most.Responsibilities of the roleBe available to travel as required with the executive team and support remote locations for unique events this is an on-call 24x7x365 position that can be called upon at a moment s notice.Support and assist Executive Staff in New York requires travel, as needed.Interact with Executives to provide and process in response to inquiries, concerns, and requests about products and services.Provide set up and fully support desktop, mobile, telecom, network, and video conferencing systems hardware and software.Proactively identify, document, and implement procedures to limit downtime, maintain a stable technology environment for Executives and EVP s. advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner.End to End ownership of executive, EVPs, and end-user related incidents through escalation to external vendors or other internal resources.Maintain knowledge base of relevant hardware and software applications.Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks.Must create and execute plans to extend persistent white glove service to key executive areas the ability to establish executive presence and professional relationships with executive administrative assistants and understand schedules and events is critical to success.Works closely with the senior End User Computing support teams.Develop close working relationships with the executive admins. who support the senior executives and ensure they have an equally pleasant and functional technology experience.Support events and other activities which require executive participation ensures that the executive team s technology is up to expectation and performs flawlessly.Qualifications needed for the roleFive plus years working with and supporting senior executives person must understand the complexities of executive personalities and can withstand the pressures of the work.Experience working with remote and travel users plans for dealing with issues that come up as the executives are traveling.Must have significant executive presence and be willing to work a flexible schedule inclusive of weekends and holidays person should be comfortable working both within the office and at times within an executive s personal location.Able to effectively communicate both verbally and in writing with management to express ideas and cultivate decision making.Work with other support groups such as End Point Management, Asset Management, & Workforce IAM, in assisting with the resolution of incidents.Ability to support and explain technical concepts to users at various levels of technical proficiency.Effectively manages difficult or volatile situations.Able to read and understand technical manuals, procedures, and OEM guides.Excellent interpersonal skills.Ability to assess, analyze and research technical situations and provide viable alternatives.Ability to learn new technologies and procedures quickly.Ability to communicate effectively with a wide variety of users, and technical teams.Technical writing.Preferred skills and attributes for the roleA Bachelor’s degree or equivalent 6-10 years work experience in Technology.Tier III support experience.Posted 10 Days AgoFull timeREQ000064About UsAbout College BoardWe are a mission-focused, not-for-profit membership organization promoting innovation, equity, and excellence for all students. Our members include more than 6,000 of the world s leading educational institutions. We have 1,600 employees in 13 offices across the continental U.S. and Puerto Rico. We are advocates for children and parents, we empower teachers and educators, and we’re a strong presence in thousands of schools and communities across the country through our programs and services the SAT , Advanced Placement (AP ), and Pre-AP are just a few. Our work falls broadly into four categories: College Readiness, College Connection & Success, Student Opportunities, and Advocacy. BenefitsWe offer our employees an outstanding benefits package that includes four weeks of paid time off, a generous retirement savings plan, tuition reimbursement, and ongoing professional development and training. MissionClearing a path for all students to own their future. EEOC statementCollege Board is proud to be an equal opportunity employer. We re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.Similar JobsFull Stack Engineer II | Reston, VA, More.Software Engineer II | Reston, VA, More.Software Engineer | Reston, VA, More.Follow Us
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2021-08-25T06:45:33Z
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