Executive Support, Core Technology Senior Analyst

Job Description

Position Summary:

The Executive Technical Support Senior Analyst provides high-touch, strategic technical support to members of the executive leadership team and their support staff. This role is responsible for ensuring a seamless technology experience across office, remote, mobile, and offsite environments. The ideal candidate brings deep technical expertise, sound judgment, exceptional service orientation, and the ability to operate effectively in a fast-paced, high-visibility setting.

Success in this role requires a proactive approach, strong problem-solving capabilities, discretion in handling sensitive matters, and a commitment to delivering timely, professional support to executive stakeholders.

Key Responsibilities:

• Provide direct onsite and remote technical support to executive leadership team members and their support staff.
• Diagnose, troubleshoot, and resolve hardware, software, mobile, and collaboration technology issues in a timely and effective manner.
• Configure and deploy hardware and software solutions based on user needs and business requirements.
• Ensure support requests are managed and resolved in accordance with established service level agreements, policies, and procedures.
• Deliver boardroom, conference room, and meeting support for onsite and offsite executive meetings and events.
• Participate in an on-call support rotation to meet executive support needs outside of standard business hours, as required.
• Maintain clear, timely, and professional communication with executive stakeholders throughout issue resolution.
• Identify recurring issues and recommend or implement process improvements to enhance service quality and operational efficiency.
• Partner effectively with cross-functional IT teams to coordinate support, escalate issues appropriately, and ensure consistent service delivery.
• Provide proactive and preventative support to minimize disruptions and improve the overall executive technology experience.

Required Knowledge, Skills, and Abilities

• Demonstrated ability to work independently with minimal supervision while managing competing priorities effectively.
• Professional presence and demeanor, with a strong commitment to customer service and executive-level support.
• Proven ability to build collaborative, trusted relationships across teams and functions.
• Strong sense of urgency and responsiveness in high-priority support situations.
• Excellent attention to detail, organizational skills, and written and verbal communication abilities.
• Ability to exercise sound judgment and maintain strict confidentiality in sensitive or high-profile situations.
• Advanced technical support expertise across Windows and Mac hardware and software environments.
• Advanced knowledge of iOS devices and mobile support.
• Strong understanding of audiovisual technologies, meeting platforms, and collaboration tools.
• Experience providing proactive support, knowledge sharing, and operational best practices within a technical support environment.
• Strong understanding of corporate AI/LLM tools and their capabilities.

Qualifications

• Minimum of 4 years of experience providing Level 2 deskside or executive technical support, or an equivalent combination of education and experience.
• Demonstrated experience supporting senior leaders or executive stakeholders preferred.

Pay Range:

Disclosure Statement:

Flex Designation:

Flex Eligibility Status:

In this On-Site designated role, you will work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.

#LI-Onsite

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com