Executive Technical Support Analyst - Madison, WI, United States - Exact Sciences

Description

Help us change lives

At Exact Sciences, we're helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The Executive Technical Support Analyst is responsible for providing technical on-site and remote support to the Executive Leadership Team and their Executive Assistants. The ideal candidate is a self-starter with exceptional problem-solving skills, able to implement solutions with little or no guidance, and can maintain composure in high-stress situations while delivering extraordinary customer service.

Essential Duties

Include, but are not limited to, the following:

• Deliver technical "White Glove" response to Executives and their assistants to ensure all their IT needs are addressed in a timely manner.
• Provide a high level of support through problem solving, listening, and having an exceedingly high level of customer service.
• Deliver tailored solution engineering to all requests made by Executives and their assistants.
• Make house calls to assist Executives with home office, networking, AV implementation, and other technical setups.
• Work with Executive Assistants to support IT initiatives for Executive needs, including travel and other offsite engagement.
• Provide A/V Support for Executive meetings, including presentation setup and video conferencing.
• Proactively manage new deployments and technology to the Executives, ensuring little to no disruption.
• Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure.
• Generate weekly and monthly reports for Executive Leadership liaisons regarding customer support issues.
• Maintain confidentiality and privacy in all dealings with Executives and their data.
• Assist with coordination of vendors and external repair/service technicians.
• Be present and available during work hours in professional attire with a manner and attitude acceptable to Executives.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to perform duties after hours via an on-call basis
• Ability to work designated schedule.
• Ability to work nights and/or weekends as needed.
• Ability to work overtime, as needed.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Ability to work seated for approximately 80% of a typical working day. Ability to work standing for approximately 20% of a typical working day.
• Ability to lift up to 25 pounds for approximately 5% of a typical working day.
• Ability and means to travel 10% between local Exact Sciences locations as needed.
• Ability to travel 5% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor's degree in a field as outlined in the essential duties; High School Diploma or General Education Degree (GED) and 4 years of experience in a related field; or Associates Degree and 2 years of experience in a related field.
• 4+ years of overall IT experience, including direct support with c-suite level leaders, senior leadership, or other high level decision makers.
• Excellent verbal and written communication skills.
• Advanced proficiency with Windows, MacOS, iOS, and Zoom videoconferencing in a business environment.
• Demonstrated ability to navigate stressful situations with tact and poise.
• Demonstrated ability to present ideas in user-friendly, business-friendly, and technical language.
• 2+ years of experience using and troubleshooting Outlook within a network environment (i.e., permissions, calendar sharing, delegation, etc.).
• 2+ years of Incident Management experience; including business expectations and company- communications.
• 2+ years of experience working with Microsoft based operating systems, with emphasis on Windows 10 and O365 suite of applications.
• 1+ year of experience with OKTA end-user administration or relevant technology.
• Professional working knowledge of active directory, creating user accounts, resetting passwords, creating groups, and security group administration.
• Proficient with Audio/Video technologies.
• Strong grasp of basic security principles and practices as it pertains to a business environment.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Apple, Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification.
• ITIL V3 or V4 Foundation certification or equivalent experience.
• HDI training and certification.
• Experience using ServiceNow for IT Service Management.
• Experience supporting remote employees.
• Experience in healthcare or biotechnology.
• Microsoft SCCM and Windows 10 expertise.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company's affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.