Help Desk Mobility Support Specialist

4 weeks ago


Memphis, Tennessee, United States ARS-Rescue Rooter Full time
Job Description

ARS-Rescue Rooter is a national provider of plumbing and HVAC services with 70+ locations in the continental United States, 6,000+ employees, and over $1B in annual revenue. To maintain our competitive edge, we rely on mobile technology to support our employees. Our goal is to provide timely and effective resolutions to mobile device issues.

The Help Desk Mobility Support Specialist plays a crucial role in ensuring the smooth operation of our mobile devices. This position directly handles incoming calls and helpdesk tickets from ARS employees requesting mobile device support. The specialist troubleshoots issues, educates mobile end-users, and provides effective resolutions in a timely manner.

Responsibilities

  • Respond to incoming calls and manage the help desk ticket queue to support our mobility users.
  • Provide assistance with smartphone or tablet setup and basic operations.
  • Configure and troubleshoot Outlook and Teams O365 apps.
  • Assist with Chrome app browser support and configuration.
  • Troubleshoot hardware and software issues.
  • Basic support for Bluetooth accessories.
  • Ensure all open support requests are resolved within the proper time frame and escalate more challenging issues as required to 2nd level engineering support.
  • Perform MDM device activations (Samsung Knox and VMWare Workspace One).
  • Contribute to the general help desk workload and projects as required or determined by management.

Qualifications

  • Candidates should have a strong proficiency in device setup, configuration, operation, and activation services on Android mobile devices.
  • Strong experience resolving wireless carrier issues.
  • Solid understanding of how to connect a mobile device to a Wi-Fi network and troubleshoot Wi-Fi issues.
  • Demonstrate excellent oral communication and customer service skills.
  • Excellent problem-solving skills and attention to detail.
  • Good written and documentation skills.
  • Experience working with a mobile device management product.
  • Ability to work independently, effectively communicate, and be self-motivated.

Schedule

  • Monday - Friday 06:00 - 15:00 CST (flexible).
  • Participation in an after-hours on-call emergency rotation required.

ARS-Rescue Rooter is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, ARS-Rescue Rooter may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.



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