Summary

Responsible for leading support for end-users across North America. Manage a team of IT support technicians. Ensure proper skills are developed and maintained among the IT Help Desk team. Align help desk support capabilities with business needs.

Duties And Responsibilities

• Provide tactical and strategic leadership to AEP for organizing and delivering IT support to 1800 users across North America
• Provide significant contribution to End-User experience and End-User support strategies
• Performing installation, maintenance and support of system software/hardware and user support
• Standardize, organize and approve documentation for Self-Help, and Technician Knowledge Articles
• Provide informal and formal training for end-users and IT team members on areas related to end-user-support and IT operations
• Manage day-to-day duties of contractors and/or End-User Support Team
• Performing root cause analysis and creating preventive measures
• Implement and maintain an Asset Lifecycle Management process
• Collaborate with HR and manage IT onboarding and offboarding process
  
  

Skills And Abilities

• Extensive experience Microsoft Office365
• Extensive experience in Microsoft Active Directory
• Solid understanding of networking (LAN/WAN) concepts
• Extensive experience with Endpoint Management—Experience with Microsoft InTune preferred
• Must be able to adapt quickly to new technology platforms and lead the company in user adoption strategies
• Must be able to focus and prioritize tasks in a fast-moving environment
• Hands-on knowledge to support PC’s, MACs, iPads, iPhones, Servers, Zebra label printers, Switches, Routers, Motorola handheld devices, IP phones, IP Cameras and video applications
• Strong people skills & desire to problem-solve
  
  

Qualifications And Education

• Minimum 5 years of experience in end-user experience and end-user support
• Desired: Relevant certifications – NET+, SEC+, A+ etc
  
  

Physical Demands

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel. The employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.

Working Conditions

Heated and air-conditioned office.