Associate Specialist, Executive Technical Support (West Point, PA)

Overview

Our Global End User Services team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We are seeking energetic, forward-thinking professionals to join our Information Technology group in NJ and PA. As part of that team, you will have the opportunity to work with global teams to identify and tackle the biggest opportunities and challenges at the intersection of healthcare, information and technology. Our Executive Support Program (ESP) offers technology professionals opportunities to learn from others across the globe, challenge themselves, and contribute to saving lives.

The Specialist will be part of a high-performing global team responsible for managing the stability and proactive maintenance of our Company's 750 Executives. The Executive Support team delivers services and solutions that help Executives stay productive and enable innovation.

The Executive Support Technician is the first point of contact for Company Executives in the New Jersey and Pennsylvania offices. The role requires a high level of technical proficiency, executive presence, and strong communication skills. The candidate must diagnose and resolve issues related to Macintosh, PCs, mobile devices, printers, and video conferencing, among others. We seek a customer-focused individual who is passionate about the end-user experience and continuously seeks improvements, empowering the end-user community with IT knowledge and tools.

Essential Duties & Responsibilities

• Provide on-site and off-site technical support for the company's most senior Executives.
• Act as the front line for corporate technology, implementations, new technologies, and preparing teams for use and supporting technologies through their lifecycle.
• Resolve technical issues quickly and with minimal disruption to the Executive.
• Enhance the technology experience by guiding Executives on how to leverage tools to improve productivity and efficiency.
• Develop close business relationships and demonstrate expert-level ability to inspire trust as the go-to person for Executives' technology needs.
• Maintain confidentiality in supporting executive-level needs.
• Stay current with trends to recommend solutions and products that enhance productivity and expertise.
• Analyze technology issues and trends, determine root causes, and troubleshoot for resolution.
• Understand and adhere to Company policies and Risk Management Guidelines.
• Identify risk-related issues needing escalation to management.
• Set up conferencing equipment and modern technologies; test audio / video quality prior to meetings.
• Log all incidents and service requests into the call logging tool to track metrics, diagnose chronic issues, and follow up.
• Lead resolution requiring cross-functional support, coordinating with towers leads, operations, engineering, and subject matter experts.

Required Education

Required Experience

Soft Skills

MSJR

Eligibility for ERP

Required Skills

Ability to Work Under Pressure, Audio Conferencing, Availability Management, Business Relationship Building, Call Logging, Change Controls, Communication, Technical Support, End User Experience, Incident Management, ICT, Problem Management, Quality Assurance, Risk Management, Service Delivery, SLA Management, Software Configurations, SDLC

Preferred Skills

Note : Current Employees apply here. Current Contingent Workers apply here.

US and Puerto Rico Residents Only

Our company is committed to inclusion. Please click here if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other legally protected characteristics. We comply with affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under U.S. EEO laws, visit : EEOC Know Your Rights; EEOC GINA Supplement.

Additional Information

We are proud to be a company that values diverse experiences and perspectives. We encourage respectful collaboration and problem solving.

Hybrid Work Model : Effective September 5, 2023, employees in office-based positions in the U.S. will work a Hybrid model (three on-site days per week, with remote Friday unless business critical tasks require on-site presence). This model does not apply to field-based, facility-based, manufacturing-based, or research-based roles, or roles with a collective-bargaining agreement.

Salary range for this role is $70,500.00 - $110,900.00. Salaries are based on education, qualifications, certifications, experience, skills, geographic location, and business needs. Eligible for annual bonus and long-term incentive, if applicable.

Benefits include medical, dental, vision, retirement (401(k)), paid holidays, vacation, compassionate and sick days. More information at the company benefits page. Apply through the company site or Workday Jobs Hub if you are a current employee. The application deadline is stated on this posting.

Travel : 10% | Relocation : No | Visa Sponsorship : No | Flexible Work Arrangements : Not Applicable | Shift : Not Indicated | Valid Driving License : No | Hazardous Materials : N / A

Job Posting End Date : 10 / 18 / 2025

Note : A job posting is effective until the day before the listed end date. Please apply by that date.

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