Sr. Executive Support Specialist

Overview:
The Exec Support Specialist (ESS) is the primary technological partner for select agency executives and their associated staff. The ESS will partner with these customers in the research and testing of new technologies as well as provide consult that allows innovative ideas to become technological reality. The ESS will also participate in basic network administration and will provide additional support to agency employees and Helpdesk depending on availability.

Responsibilities:
Accountabilities:
• The key accountability of this position is performing/overseeing the duties/tasks associated with providing technical consult and support to select agency executives and their associated staff. The ability to deliver/demonstrate high-level customer service, the ability to grasp high-level business concepts, and technical problem solving skills are essential to be successful in this role. Agency Business:
• Act as a technical resource and be prepared to consult with Execs or their staff regarding the technical implications of innovative ideas developed at that level.
• Proactively address customer needs, flag technological changes that might affect overall customer productivity, and find opportunities to apply emerging technologies to enhance developing projects.
• Inform and educate the TS teams with regard to procedures, technical needs, customer service standards, and Waggener Edstrom Culture as it relates to the executives and their support staff.
• Act as information resource for other team members and customers on both agency business issues and priority issues, both from a TS and customer perspective. Understand and meet WE guidelines on best business practices including team financial and resource management, utilization, daily timesheets, accurate billing, timely expense reports, etc.
• Participate in professional development classes; utilize employee education fund and other opportunities for learning and continual improvement.
• Participate in agency projects as requested. Support:
• Provide escalation support for key “on floor” technology such as videoconferencing, A/V equipment, printers, laptops and desktop as their use pertains to defined executives and their support staff.
• Provide support for network and voice services as their use pertains to defined executives and their support staff.
• Resolve problems through research or consulting with the appropriate technical personnel as necessary.
• Record new assets and track movements and re-assignments of existing assets using an asset tracking database.
• Enter support interactions into HEAT software. • Work directly with and assists system specialists/engineers as needed.
• Performs other related duties as required. Network Administration:
• Perform server administration duties as they relate directly to defined executives and their support staff’s needs.
• Responsible for the administration, hands-on support , and the resolution of escalated technical issues that directly relate to our executive’s daily workstation experience including printers, desktops, laptops, and mobile computing devices.
• Partner with other TS teams and represent the technology needs of the executives and their support staff.
• Evaluate, configure, and deploy technology hardware to Waggener Edstrom executives and their support staff. Team Coordination:
• Liaison between ES team and other TS teams.
• Continually work with system specialists/engineers to evaluate the process of providing technical support to the executives and their support staff.

Qualifications:
Education
• MCP for client version of current operating system
• MCDST Certification
• A+ Certification
• Supports enterprise OS and application issues effectively
• MOUS Expert certifications in Word, Excel, PowerPoint and Outlook. Experience Preferred
• 3 - 7 years supporting technology in a fast paced environment
• 7+ years customer service experience
• Ability to support a Windows server environment
• Proven ability to support an IT Helpdesk
• Proven ability to work in a timely and efficient manner on daily tasks
• Knowledge of and interest in emerging technologies

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