Specialist, PC Support (CCL)

Job Description

Job summary

The PC Support Specialist provides 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 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

Qualification:

Degree in Computer Science, Business Information Systems, or equivalent

Required: CompTIA+, Network+, Apple Certification Macintosh Technician (ACMT) Preferred: Microsoft MCTS, MCP Certifications (preferred)

Experience:

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 (preferred). 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.

Decision making:

Decisions focus on day-to-day activities within the company. Decisions made at this level help to ensure that daily activities proceed smoothly and therefore help to move the company toward reaching a strategic goal. They have short term consequences. Examples are: Handling employee conflicts, purchasing materials needed for operations.Examples: Work on IT Support Issues, Pick/UP Deploy hardware

Physical demands,travel and work conditions:

• Requires regular movement throughout CCL facilities.
• Must be able to lift in excess of 50 pounds
• Less than 25% with shipboard travel likely
• 25-50% with non-shipboard travel likely
• Work primarily in a climate controlled environment with minimal safety/health hazard potential.
• Work may require employee to work inside and outside with exposure to changing climate and/or operate machinery
• May be requested to work a different shift.

About UsCarnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters! Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law. To view a copy of Carnival’s FMLA, EEO and EPPA posters please visit: (click or copy and paste link into your browser) https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf Benefits as a member of Carnival's Team:

• A comprehensive benefit program which includes medical, dental and vision plans
• Additional programs include company paid term life insurance and disability coverage and a 401(k) plan that includes a company match
• Employee Stock Purchase plan
• Paid vacation and sick time
• Cruise benefits
• An on-site fully accredited preschool educational program located at our Doral campus
• An on-site Wellness Center and Health clinic at our Doral campus