IT Executive Support Analyst

Waters is seeking an IT professional with exceptional desktop, conference room, and meeting support skills to provide white glove service to company executives.  If you are experienced at delivering great customer service in short timeframes while demonstrating a high degree of tact and discretion, this position could be the right fit for you.

• Provide white glove computer software and hardware, conference room, and meeting support to executives and executive administrative assistants.
• Perform potentially complex hands-on fixes at the executive and other end-user client device level and identify and remediate issues in servers, network, or cloud services.
• Act as a Point of Contact for IT related issues for company executives and senior management and serve as a point of coordination between other IT technical teams and outside vendors, ensuring urgent and seamless delivery of IT service.
• Setup and support internal and external executive meetings.
• Provide training for software, hardware, conference room / meeting, and cloud solutions to executives, other Waters employees, and other IT analysts.
• Plan, coordinate and participate in testing, and perform deployments of new IT solutions and upgrades to company executives and senior management.
• Apply diagnostic utilities to aid in troubleshooting and work with external vendors and resources to aid in incident resolution.
• Participate in life cycle of a conference room or client implementation, including business requirements gathering, risk assessment, design, build, configuration, testing, and support.
• Perform standard and complex access management administration, troubleshoot and remediate access issues, and recommend improvements.
• Assess the capabilities and limitations of the end user computing and conferencing applications and technologies, recommend alternatives and solutions, and manage small to medium sized delivery and deployment efforts.
• Create and edit service, support, troubleshooting, and training documentation, including knowledge bases, manuals, support sites, and vendor support contacts.
• Follow all ticket handling procedures to document, communicate about, and resolve customer incidents and requests efficiently, effectively, and in alignment with the Waters service model, service level agreements, and measurement systems. Identify and report on repeat incidents and inform service owners in order to minimize probability of recurrence and contribute to service improvement. Analyse metrics and reports on performance of incident management process.
• Respond to and resolve escalated incidents and requests and provide coaching and guidance to Analyst I and II staff as needed.
• This role will include scheduled off-hours support activity and participation in an on-call rotation for major incidents

• Bachelor’s Degree in a STEM major (Science, Technology, Engineering, Math) or related field is required, or equivalent experience
• At least 5-8 years of experience in a customer service role
• At least 1 year of experience leading projects, system upgrades or deployments, or other IT initiatives required
• Excellent computer software and hardware troubleshooting knowledge and experience
• Technical support or ITIL Certification recommended
• A strong focus on customer satisfaction, with excellent interpersonal skills and responsiveness
• Effective written and verbal communication skills that are appropriate to level, including ability to take direction from and present effectively to executives
• Operate with high urgency and significant flexibility to meet executive needs
• Ability to work well in a global team environment
• Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction
• Adherence to IT policies and processes to ensure consistent quality of service
• Extremely knowledgeable about Windows-based laptop hardware, computer networking, Windows 10, Windows 11, Office 365 with a particular emphasis on Microsoft Teams, other common office applications and utilities, and conference room and collaboration equipment
• Exceptional troubleshooting and problem-solving skills, appropriate to job level
• Time management skills to ensure satisfaction with IT services and the completion of tasks and/or projects on time

Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for over 60 years. With approximately 8,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.   

Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We’re the problem solvers and innovators that aren’t afraid to take risks to transform the world of human health and well-being. We’re all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow. 

Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.