Field Support Senior Advisor (Executive)

About the role

Location: This role requires associates to work from the office in Indianapolis, Indiana full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.

The Field Support Senior Advisor (Executive) role involves providing dedicated, high-level technical assistance and support to c-suite and senior level executives. This role goes beyond standard help desk or field support duties and often involves managing complex issues, ensuring minimal disruption to executive functions. Discretion and confidentiality, trust and dependability are paramount.

This role includes potential travel up to 30% and can be short notice since based on the executive needs for travel reasoning, event, meeting.

How you will make an impact

• High-Level Support: Provide "concierge-style" technical support to executives, often including support for remote work, specialized hardware (e.g., A/V equipment for meetings), and VIP service. Assist customers in planning moves by making technical recommendations and answering logistical questions.
• Advanced Troubleshooting: Diagnose and resolve complex technical issues related to software, hardware, networking, mobile devices, and third-party applications (e.g., Microsoft 365, Active Directory). Provide direction to other technicians on resolving complex hardware issues and plans, oversees and provides resources to handle large-scale manufacturer hardware recalls.
• System Management: Install, configure, and maintain computer systems, networks, and peripherals, ensuring all components are functional and secure.
• Project Coordination: Lead or assist with technical projects, such as new software rollouts, system upgrades, and infrastructure changes, ensuring alignment with business objectives. Creates hardware support plans and provides adequate staffing for offices.
• Documentation and Training: Create and maintain technical documentation, knowledge base articles, and conduct training as needed for executives, their executive administration staff and chief of staffs, and for the executive support team on new technologies or security awareness.
• Collaboration and Escalation: Work closely with other IT teams (e.g., engineering, product development) to resolve issues that cannot be handled at the executive support level, managing the incident lifecycle from start to resolution. Plans and provides resources to conduct large scale hardware deploys. Works with external vendors for providing remote-hands work when needed and budgets funds, resources and support plans for remote hands work.
• Proactive Maintenance: Schedule and perform preventive maintenance, monitor system performance, and identify vulnerabilities to ensure optimal and uninterrupted system functionality. Advises technicians on which standard products should be selected and decides when hardware exceptions should be considered.

Minimum Qualifications

Requires an AA/AS degree in Information Technology, Computer Science or related field of study with a minimum of 7 years relevant experience with 3 years experience in a professional/leadership role; or any combination of education and experience, which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences

• Proven experience in a executive level/VIP level technical support role, or IT support role, with 10 years of experience in supporting VIPs/Executive level users strongly preferred.
• Expert knowledge of operating systems (Windows, macOS), network protocols, hardware, software installation/troubleshooting, and IT security practices strongly preferred.
• Excellent analytical and problem-solving skills to quickly identify and resolve complex technical issues preferred.
• Superior written and verbal communication skills to interact professionally and effectively with executives and technical teams, explaining complex information in an understandable manner preferred.
• Superb customer service orientation, empathy, and patience, particularly when dealing with high-demand executive users. Reliability, accuracy and consistency are also paramount.
• Relevant certifications such as CompTIA A+, ITIL, or Microsoft certifications are preferred.
• Adaptability, complete discretion (for handling confidential information), time management, and the ability to work independently or as part of a team under significant pressure.
• Ability to anticipate needs to think ahead to identify potential issues before our executives experience them.
• Job Level: Non-Management Exempt
• Workshift: 1st Shift (United States of America)
• Job Family: IFT > IT Infrastructure & Support

Additional information

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.

Note

Workday keeps job postings active through 11:59:59 PM on the day before the listed end date. Example: If the end date is 3/13, the posting will automatically come down on 3/12 at 11:59:59 PM. In other words - the job is posted until 3/13, not through 3/13.