Lead Desktop Executive Support - PVH Corp.

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POSITION SUMMARY: 

The Lead Desktop Executive Support will be responsible for the recognition, response, and support needed by the C-Level executives in the company. The escalated issues call for an associate to be driven, determined, and adept at problem solving in the technology space.

The team is looking for someone who can communicate well and create detailed, planned solutions to issues in an effective and efficient manner. The individual will provide support such as that of computer, audiovisual, mobile equipment, and network configuration and be able to prioritize tasks accordingly.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB: 

• Provide front-line Concierge level technical support to C level executive end users  and their administrative support staff ,through phone and direct contact, including out-of-office support, as necessary including problem recognition, research, isolation, resolution and follow through and will work cooperatively with cross-functional teams to provide technology support and services including access, hardware, software and peripherals.
• Resolve most high profile, technical escalations and will be responsible to work in a security constructed mindset while ensuring work is carried out in a discreet fashion with extreme confidentiality.
• Communicate the progress of issue resolution and planned solutions to customers, managing their level of expectation and increasing their understanding of company end user technology.
• Provide the utmost in professional and timely support for a wide range of IT equipment and software using a proactive approach to issues and opportunities, along with a sense of urgency and accuracy to support the Executive users within PVH.
• Function as a proactive resource, addressing IT issues ahead of when C level executives could be impacted by them wherever possible.
• Support hardware, software and/or services for approved desktop computing equipment, mobile devices and services, including installations and upgrades – as well as non-standard equipment for approved C level executives.
• Deploy and maintain mobile equipment such as smartphones and tablets, including personal equipment for C-suite executives.
• Install, relocate, configure, troubleshoot and support desktops, laptops, virtual machines, mobile phones (Android and iPhone), VOIP products, peripheral equipment and software
• Provide Audio/Video conference support for onsite/offsite presentations, events, and meetings.
• Establish trust and maintain a high level of confidentiality for all VIP activities/tasks
• Recommend new and upgraded technologies to IT Management based on industry trends that would increase efficiency and/or effectiveness of the Executive team.
• Work closely with the Information Technology, Applications, Help Desk and Security teams to assure enterprise solutions will enable the Executive teams
• Liaise with colleagues, utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate team member. Continuously look for improvement within Support.
• Support of mobile devices including iPhone, iPad, Android, and Windows & Apple laptops, desktops and related operating systems
• Proficient knowledge of Microsoft products including Office, Teams, OneDrive, SharePoint, Intune
• Proficient knowledge of Active Directory, Azure and Exchange Online
• Audiovisual system setup and support in residential and business environments.
• Network configuration and problem solving in Windows, Apple, and Citrix environments (wired and wireless; residential and business).
• Assist in the management of vendors such as Internet Service Providers, cable and satellite TV, networking, and audio/video.
• Provide onsite support at executives’ home offices concerning network and desktop services.
• Maintain asset management of Owners’ end-user devices (mobile, desktops and laptops).
• Review maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.

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QUALIFICATIONS & EXPERIENCE:

Experience:              

• Minimum of 8+ years of experience in providing technical support
• Minimum of 2+ years of experience supporting executives

Education:  

• Technical degree is required
• Microsoft Certified Professional certification
• A+ certification    

Skills: 

• Willingness to respond to all critical issues around the clock.
• Strong ability to logically assess software and hardware issues.
• Must demonstrative  patience and assist end users with a positive attitude
• Demonstrated ability to pivot to new priorities quickly.
• Willingness to go above and beyond the requirements of the job to be innovative and support the organization.
• Ability to articulate complex ideas, comprehend written and verbal communications, and possess excellent presentation skills.
• Proficiency with ServiceNow
• Demonstrate knowledge of personal computing and network-based PC/workstation systems, hardware tools, applications, and remote connectivity products.
• Demonstrate technical proficiency in Microsoft and Apple operating systems.
• Knowledge of SCCM and Casper imaging and software deployment.
• Ability to interact effectively at all levels of the organization; Strong customer, quality, and results orientation.

Company info

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