Responsibilities
- Provide dedicated, high-touch IT support to the Chancellor, direct reports, and executive administrative staff.
- Deliver proactive and reactive support with an emphasis on minimal disruption and rapid resolution.
- Support primarily macOS-based environments, with additional support for Windows devices and enterprise applications.
- Ensure a consistent white-glove experience, including on-site, remote, and event-based support.
- Serve as the primary owner for executive IT issues from intake through full resolution.
- Drive end-to-end resolution by coordinating across IT teams (network, systems, security, AV, applications, etc.).
- Escalate appropriately and follow through with urgency, ensuring timely updates and closure.
- Operate with a seconds-to-triage, minutes-to-action mindset aligned with executive service expectations.
- Partner closely with internal IT teams and external vendors to resolve complex technical issues.
- Translate technical issues into clear, concise updates for executive stakeholders.
- Advocate for executive needs within IT to ensure prioritization and accountability.
- Manage and support macOS systems (primary), including device configuration, troubleshooting, and performance optimization.
- Support Windows systems and standard enterprise applications (Microsoft 365, collaboration tools, etc.).
- Assist with mobile devices, conferencing solutions, and executive office technology setups.
- Support conference rooms, executive briefings, and high-profile meetings/events as needed.
- Deliver impeccable customer service through clear, professional, and proactive communication.
- Build trusted relationships with executive stakeholders and their support staff.
- Maintain discretion and confidentiality in all interactions involving sensitive information.
- Demonstrate understanding of the academic medical environment, including faculty, research, and administrative workflows.
- Support unique use cases tied to academic leadership, governance, and institutional operations.
- Adapt support approaches to align with academic calendars, events, and priorities.
- Identify recurring issues and partner with IT teams to implement sustainable solutions.
- Contribute to knowledge base documentation and process improvements.
- Recommend enhancements to executive support models, tools, and service delivery.
