Help Desk Analyst I - Mobile

Wright Service•West Des Moines, IA

11d•Onsite

About The Position

The IT Support Specialist – Mobile provides technical support and exceptional customer service for the organization’s mobile devices and related technologies. This role serves as a primary point of contact for employees, troubleshooting and resolving issues involving smartphones, tablets, mobile applications, operating systems, and authentication services. The specialist manages support requests through the ticketing system, maintains accurate documentation, communicates regularly with users, and collaborates with teams to ensure timely issue resolution and a positive end-user experience. This position requires strong problem-solving skills, attention to detail, and a commitment to staying current with mobile technologies and industry trends.

Requirements

High school diploma or equivalent.
Undergraduate degree in MIS, Computer Science or equivalent highly desired.
CompTIA A+ and Network+ certification is preferred.
1+ years of experience in a Service Desk environment.
1+ years of experience with Apple products, knowledge of Microsoft products (including Windows 10 and Microsoft Office) preferred.
Working knowledge of Apple based products.
Strong customer service, troubleshooting, and problem solving skills.
Ability to lift and to push/pull boxes or equipment weighing up to 50 pounds.
Ability to articulate in a clear and precise manner and the ability to obtain information quickly and accurately
Must be able to communicate with employees, both technical and non-technical, in a clear and precise manner.
Must possess strong organizational skills, be detail oriented, and be able to multitask effectively.
Must be self-motivated, able to work independently, and be able to manage time effectively while assuring attention to details.
Must be able to maintain relationships, interact professionally, demonstrate patience and control when dealing with difficult situations, and be able to adapt to multiple demands and rapidly changing priorities.
Possess the ability and willingness to learn new tasks and tools quickly in a fast-paced learning environment
Possess the ability to search for and identify solutions to problems.
Must be able to work in a fast-paced environment with regularly changing priorities and developing opportunities, both independently and as part of a team, while maintaining company standards.
Must be available to work a flexible schedule, including nights and weekends, depending on on-call, system upgrades/issues, and/or other work.
Must have the ability to participate in on-call rotation, and act as the backup on-call or escalation point for other on-call Service Desk associates.

Nice To Haves

Undergraduate degree in MIS, Computer Science or equivalent highly desired.
CompTIA A+ and Network+ certification is preferred.

Responsibilities

Deliver quality customer service in all interactions.
Identifies, researches and resolves technical problems.
Document, track, and monitor issues to ensure timely resolution.
Provides hardware support for cell phones, tablets, and other mobile communication devices.
Complete assigned tickets and tasks within our corporate ticketing system.
Provide daily technical and operational assistance regarding the use of cell phones, tablets, and other mobile devices as well as mobile apps and operating systems.
Provides support for iOS and Android devices including troubleshooting and in-depth diagnostics.
Reset passwords and/or multi-factor authentication for use with mobile devices.
Prioritize tickets based on department guidelines of incidents first, service requests second and projects third and considers impact and urgency when determining priority within each category.
Act as a single point of contact for phone calls and emails from employees regarding IT issues and inquiries.
Provide updates to users via voicemail, e-mail, text/chat, or in-person communication.
Verify that a technical document exists for all installations, problems, and issues and creates documentation in stances where no documentation exists.
Work closely with our employees to resolve issues and improve processes in response to their needs, business, and executive requests, and in accordance with IT policies.
Provide daily technical and operational assistance with good judgement, attention to detail, persistence and timeliness.
Maintain subject matter expertise utilizing on the job training, continuing education, workshops, or vendor conferences.
Stay on top of current news and system information such as operating systems, problems, changes in the industry, and then formally sharing what has been learned.
Send emails, text messages, or other communications to update appropriate areas during service interruptions and monitor high priority after-hours tickets and follow-up, as required.
All other reasonable duties, as assigned.