Job Description

We are seeking a PC Support Specialist to provide 24x7 technical support for the company's elite/executive end users focusing on the complete suite of end user computing IT service and support. This position must perform job responsibilities with an urgent sense of customer service, have extensive experience with current and new end user computing technologies, must possess the technical skillset to bring to closure multipart technical hardware and software related IT issues while effectively working with our executive leaders. The PC Support Specialist must have experience with supporting executive staff and must possess strong verbal and written communication skills.

This position will take ownership of most of the service requests and incident tickets for the executive area during on and off hours at our corporate campuses and/or remote locations. The PC Support Specialist is responsible for the installation, operation, maintenance, and repair of hardware, software, and peripheral equipment. This position also provides functional one-on-one executive training whenever necessary. The candidate must have basic knowledge with cloud computing platforms (AWS, Azure, Citrix), and extensive knowledge of collaboration products, end-point computing, software packaging and mobility/tablet IOS and Android devices. The PC Support Specialist must have practical knowledge of Intune MDM, SCCM, Microsoft Windows, Microsoft Office, iOS, Android and MacOS. Candidate will be expected to configure, implement, and maintain the shore side End-User Services IT solutions.

The PC Support Specialist is responsible for analyzing new/existing end user technologies, configuring, testing, and ensuring proper implementation of End-User Services, related systems and contribute to the overall quality of End User IT services. This role will be involved in assessing and providing recommendations and design. documentation related to the configuration, performance, availability, and capacity of End-User Services and hardware. This role will work with other IT Teams and IT Service Providers to plan the support and maintenance/upgrades of the End-User Services with a focus on the executive areas. This includes identifying operational gaps and making recommendations on proposed enhancements to the existing services and hardware. As a Support Specialist, this role will work collaboratively with the operations/logistical teams and service providers to recommend the best approaches to use to measure quality control, best practices, and provide foresight on the latest hardware and software technologies.

This role collaborates with the Sr. Manager of End-User Experiences, IT leaders and the Project Management Office to understand business cases and ensure that the End-User Services and Hardware will meet the business/executive needs. This role also supports the development and execution of a benefits realization plan for End-User Services projects. The position will partake with the End-User Services & hardware Roadmap and Technology Standard process. This role will also contribute to approved IT project enhancements and changes that impact the executive area and for the larger user community. This position will advocate and comply with the IT & Security Policies and Procedures that pertains to End-User Services. This role will support cross-departmental collaboration and communications with staff throughout IT, the global IT organization and more importantly the executive staff as well as promoting a positive work environment that supports consistency and drives efficiency throughout the organization.

ESSENTIAL FUNCTIONS

• End-User Executive Services Support:
  • Primary lead on 24x7 support activities related to Executive End-user Education and Adoption of End-User IT Services
  • Researches, recommends & evaluates for the End-User Executive Services, new products & solutions
  • Contributes to the Road Maps for End-User Services and prioritizes the certification process for hardware, mobility, and cloud computing for the executives
  • Contributes to the continual service improvement plans for the overall End-User Services & hardware Monitors and enforces End User Compute Standards & Policies related to End-User Services whenever deemed necessary
• End-User Services Design and Selection
  • Works with the IT teams to ensure that End-user software, tools & hardware interacts appropriately, systems software and data conversion impacts are considered, and other areas of impact are addressed and meet performance & cost requirements
  • Ensures solutions will meet the business and Executive needs
  • Ensures End-User Services adhere to Global & Brand IT Infrastructure standards and security policies
• End-User Services Development
  • Provides leadership and vision to the End-User & Executive Services group in alignment with Global & Brand IT standards
  • Manages the team’s efforts to develop and configure End-user software, tools & hardware from conceptualization through stabilization for all End-user services
  • Provides recommendations to IT managed services team when required to test, debug, analyze performance or troubleshoot issues
  • Reviews and approves documentation related to End-user services
• End-User Services Implementation
  • Works with the IT managed services teams to implement End-user services software, tools & hardware (i.e., Build & Acceptance to Run documentation, Knowledge Base Articles, etc.)
  • Assists to implement pilots, test plans to test new hardware and/or functionality using information gathered from the exercise, plan and manage strategies for successful deployment and adoption
  • Validates that all implementation and customization of supported desktop operating systems and utilities are well documented for implementation and support
• End-User Services Maintenance
  • Collaborates with peers on planning of all activities associated with the support and maintenance of the End-User Services software, tools, cloud computing & hardware
  • Provides ongoing recommendations to IT Managed Services support group for critical operational issues related to software, tools & hardware
  • Provides feedback on root Cause Analysis reports for major/minor systems outages as related to End-User Services and the impact to the Executive area
• Performance and Capacity Management
  • Provides feedback with capacity planning information to IT Managed Services provider
  • Responsible for efforts related to the procurement & disposal of assets for the executive area
  • Collaborates with IT Managed Services provider to establish correct dataset which need to be gathered to report on service utilization
  • Ensures performance measurement indicators for End-User service and responsible to work collaboratively with IT operations / Service provider to maintain expected targets, especially for the executive area
  • Fosters coordination with the End User Architect, other Engineering groups, and Managed Services Providers & Logistics to ensure systems tuning recommendations, prioritization is given to the executive staff

QUALIFICATIONS

• Associates degree
• 4 - 7+ years of professional IT experience within IT End-User computing
• 7+ years in IT Enterprise End-User Computing, implementing/ managing complex End-User solutions
• Knowledge of Microsoft Office 365 and related services and mobile application deployment methodologies
• Qualified to troubleshoot of complex integrated services between operating environments required
• Experience with supporting large personal computing environments 5,000 plus devices
• Vast knowledge of residential Wifi networks (internet service providers)
• Practical knowledge of systems quality assurance best practices and methodologies Extensive knowledge of core Enterprise End-User System technologies including: Windows Operating System, Microsoft Office, Citrix, VPN web-proxy services, Microsoft Intune and SCCM
• Extensive knowledge of Microsoft Office365, Microsoft Active Directory, Microsoft SharePoint
• Proficient knowledge of Mobile Device Management products and strategies, unified communication including instant messaging & video conferencing technologies
• Familiar knowledge of client management technologies (i.e. System Center Configuration Manager, Microsoft Intune, MDT, AIK) as well as of processes used to upgrade Strong understanding of collaboration and client technology, network hardware, protocols, standards and deploy enterprise end-user hardware & software
• Ability to think outside of the box and work under pressure to meet the executives demands and deliverables
• Strong customer-service orientation, organizational skills with attention to detail
• Ability to articulate in both technical and user-friendly language
• Excellent written and oral communication skills
• Excellent listening and interpersonal skills
• Proficient in multi-tasking
• Able to prioritize and execute tasks
• Ability to maintain confidentiality of sensitive/executive information
• Project Management and ITIL experience is preferred

#LI-SH1

#LI-Hybrid

The range for this role’s base salary is $95,000 - $105,000. Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles are also eligible for an additional vesting equity plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement
  • On-site preschool program, wellness center, and health clinic at our Miami campus
  
  

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