Executive Support Technician

As an Executive Support Tech, you will be a customer service and support specialist delivering exceptional support to our executive leadership team and their support staff. The primary focus of this high-profile role is to ensure that the technology needs of our Executive team are being addressed proactively. When you are not doing this, you will assist our IT support team with in-person support for employees.
This role may also involve after-hours support and periodic off-site services for business partners at the executive level, including meetings, conferences, and events.
What You'll Do:

• Provide extraordinary IT support to customers at the executive level, and ensure an overall high level of customer satisfaction
• Ensure service levels for customers are met, and exceeded - find opportunities for improvements and implement these as needed
• Support endpoint security standards (antivirus/firewall/patching/two-factor authentication)
• In partnership with other team members, lead the testing, configuration, installation, and repair of IT related equipment (hardware and software) used by the executive team
• Work with the executive team to perform computer upgrades and migrations
• Document and define executive support best practices
• Own and drive IT projects and deliverables for the team
• Assist with end-user support at the helpdesk and act as an escalation path for our support technicians

Who You Are:

• You are awesome at providing customer-centric technical support and love solving problems
• You have a high level of integrity and passion about customer service
• You can set proper expectations around support and deliverables, and you are sure to follow through with commitments
• You excel at clearly documenting the status of cases and providing updates to management, the team, and end users
• You are always learning and expanding your technical expertise in IT supported technologies
• You love the details, including maintaining and updating IT documentation and procedures
• You love standards and understand that consistency and adherence to best practices help any organization scale
• You are deadline-oriented, and can appropriately prioritize support requests and tasks. You love building relationships, both with customers/business partners, and IT team members alike, and you understand how to tailor your approach to support to your audience
• You are passionate about IT end-user support and have an excellent background in Mac software and hardware troubleshooting
• You understand that the timeliness and availability of support can sometimes make all the difference in how it is received

Sierra Space, based in Louisville, Colorado with operations in Madison, Wisconsin, Durham, North Carolina, and Kennedy Space Center, Florida, designs and manufactures advanced spacecraft, satellites, propulsion and environmental systems, spacecraft subsystems and components for the U.S. government (including NASA), commercial customers and international organizations. Learn more about Sierra Space
Must-haves:

• Associate's Degree in a related field of study with 6 or more years of relevant experience
• Higher education may substitute for relevant experience
• Relevant experience may be considered in lieu of required education
• Strong experience in providing 1st/2nd line IT support
• Experience driving support ticket management and tracking
• Strong customer service, problem-solving, and teamwork abilities
• Outstanding communication and interpersonal skills
• Extensive technical knowledge of Mac OS and Windows
• Network fundamentals and support experience
• Familiar with Mobile Device Management for iOS in a Windows environment
• Expert in audio/video troubleshooting and support (Teams, Zoom, Webex)
• Strong Video Conference and presentation support skills

Preferred:

• 3-4 years' experience in IT Support in a professional environment
• Previously part of an IT executive support team
• Mac, MCSE, or network certifications
• Active Directory experience
• The ability to obtain and maintain a Security Clearance may be required Learn more about the background check process for Security Clearances

IMPORTANT NOTICE:
To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.
With 30+ years of proven spaceflight heritage, Sierra Space has provided more than 4,000 space systems, subsystems and components to customers worldwide, and participated in more than 500 missions to space, including to Mars. The company has technology in production and in development to enable space habitats for short- and long-duration space travel, a fleet of Dream Chaser spaceplanes, and the first free-flying commercial space station. Please visit www.sierraspace.com to learn more about Sierra Space, its business areas, capabilities, programs, products and services
Estimated Starting Salary Range: $32.25 - $44.35
Sierra Space offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 8%, life insurance, 3 weeks paid time off, tuition reimbursement, and more.
As COVID-19 continues to significantly impact our employees, families and communities, we are taking action to address the increased risk and uncertainty COVID-19 and associated variants pose in the workplace. SNC is committed to supporting our employees while ensuring we continue to meet essential national security needs of our country.
With employee health and safety as our top priority, and as a federal contractor, SNC will continue to require COVID-19 vaccination status for all employees including new hires. In accordance with applicable requirements, all current and newly hired employees who are unvaccinated may be required to adhere to enhanced onsite safety protocols including weekly COVID-19 testing, face coverings, and social distancing.
The status of applicable COVID-19 vaccination requirements are subject to change depending on applicable court orders and the course of ongoing litigation. Candidates may later be required to show proof of COVID-19 vaccination or have an approved exemption.
At Sierra Space, our mission is to dream, innovate, inspire and empower the next generation to transform humanity through technology and imagination. As an Equal Opportunity Employer, we welcome our employees to bring their whole selves to their work. Sierra Space is committed to fostering an inclusive, accepting, and diverse environment free of discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Contributions to Sierra Space come in many shapes and styles, and we believe diversity in our workforce fosters new and greater ways to dream, innovate, and inspire.