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206568 Requisition #
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The Manager for Desktop is responsible for leading a team of technicians that supports users and resources of the PC\Mac hardware and software environment to ensure effective use of resources and user productivity and satisfaction.  Responsible for all aspects of systems configuration, performance, and operation.  Manages the deployment of PC\Mac technology throughout the organization. 

RESPONSIBILITIES:

  • Manage Tier 2\Tier 3 client support for all hardware and software and other technologies such as Audio Visual/Video Conferencing and telecom support (troubleshooting, maintenance, upgrades)

  • Ensures the Desktop team maintains a high level of technical competency and business awareness to provide a superior support experience

  • Delivers an excellent customer service experience to the end-user

  • Collaborates with other technology teams in the testing and implementation of new hardware and software technologies

  • Maintain and track inventory of computer hardware and related assets

  • Provide coaching and development to direct reports; manage employee relations issues 

  • Additional responsibilities as assigned

QUALIFICATIONS:
  • Bachelors Degree in Computer Science, MIS, Engineering or equivalent experience preferred

  • CompTia A+ Certification or equivalent certification required

  • 7+ years desktop support experience in an Ethernet-networked, business environment (Fortune 500, medium to large Corporation with multi-function technology footprint)

  • 7+ years of direct user support experience with the Windows operating systems (Windows 7 and 10) and Microsoft Office products, in particular versions 2013, 2016 and Office 365 

  • 3+ years of prior managerial/supervisory experience

  • Experience with Microsoft  Deployment Toolkit

  • Proven track record of success in customer service expertise

  • Experience with supporting PC\Mac hardware and software

  • Preferred Skills – 

  • Experience with Big Fix Asset Management Suite 

  • Experience with supporting other Microsoft Productivity packages, such as Visio, Project, Publisher, and InfoPath 

  • Additional Skills if applicable

  • Experience in basic troubleshooting and end-user support of Audio Visual equipment and VC (Video Conferencing) a plus

  • Microsoft AD support a plus

  • Basic understanding of the IT project management lifecycle model and Microsoft Project Server a plus

  • Experience in Windows Shell Scripting or VB Scripting a plus

  • Experience in Application Packaging / MSI creation software (such as Wise or InstallShield) a plus

  • Microsoft Certifications (MCP, MCDST) a plus

  • Strong analytical, prioritizing, interpersonal, problem-solving, presentation, & planning skills

  • Strong verbal and written communication skills

  • Demonstrated collaborative skills and ability to work well within a team

  • Ability to work with and influence peers and senior management

  • Ability to work in a fast-paced and deadline-oriented environment

  • Self-motivated with critical attention to detail, deadlines and reporting

Our people come first. We employ more than 30,000 associates throughout the world and we believe that a truly diverse workplace is the result of an inclusive culture. It’s about more than simply bringing together people who are different, it’s about celebrating what makes us real.


We strive to be an employer of choice - a place where people are excited to come to work because they believe in what we do, enjoy working with each other, and have fun doing it.  In addition to our great culture we offer generous benefits including health, well-being, time off, flexibility, discounts on merchandise, casual dress code and even free on-site parking!


Learn more at www.AEO-Inc.com



American Eagle Outfitters is an Equal Opportunity Employer

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