Senior IT Technician - Executive Support

$92,186 - $124,509/Yr

Marriott International - Bethesda, MD

Full-time - Senior

Bethesda, MD

Accommodation

About the position

The Senior IT Technician - Executive Support is responsible for providing high-level, white-glove IT support to top executives at Marriott International Headquarters. This role involves collaborating with end-users and support teams to deliver exceptional customer service while maintaining confidentiality. The technician will troubleshoot and resolve IT issues, provide escalation support, and assist junior team members, ensuring a professional and polished service at all times.

Responsibilities

• Provide 24/7 dedicated white-glove IT support to Marriott HQ's top executives and their staffs.
• Provide escalation support for complex executive-impacting IT issues, maintaining ownership from inception to resolution.
• Provide assistance to junior members of the team and help to address more difficult technical issues.
• Work with internal L3 teams and outside vendors as needed to troubleshoot and resolve complex issues.
• Provide on-demand training to customers and internal stakeholders.
• Adhere to established quality control and security protocols.
• Maintain a positive, professional attitude while upholding strict confidentiality at all times.
• Build, leverage and maintain effective relationships across the organization.
• Multi-task and prioritize daily tasks in accordance with business priorities and executive availability requirements.

Requirements

• Bachelor's degree or equivalent work experience, education, training, or certifications.
• 5+ years in Information Technology with expert-level background in Windows OS, Mac OS, iOS, and iPad OS support.
• Strong background in MDM & administration, Teams/MS Office Suite, Active Directory, Azure VDI, and Office365 Administration (with specific focus on Exchange).
• Solid general application & SaaS support experience (i.e. Adobe Suite, ServiceNow, Salesforce, etc.).
• Understanding of network installation/troubleshooting/diagnostics, both in home & business environments.
• Customer-facing support in a professional environment, preferably supporting C-suite level customers, in high-pressure situations.

Nice-to-haves

• Deep understanding of Marriott's IT & application infrastructure.
• Apple Certified.
• Technical certifications (Microsoft 365, Apple, etc.).

Benefits

• Comprehensive health care benefits
• 401(k) plan with up to 5% company match
• Employee stock purchase plan at 15% discount
• Accrued paid time off (including sick leave where applicable)
• Life insurance
• Group disability insurance
• Travel discounts
• Adoption assistance
• Paid parental leave
• Health savings account (except for positions based out of or performed in Hawaii)
• Flexible spending accounts
• Tuition assistance
• Pre-tax commuter benefits
• Other life and work wellness benefits