Help Desk Mobility Support Specialist
ARS

Job Info

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Company Name

ARS-Rescue Rooter

Overview

American Residential Services (ARS) 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. Using mobile technology to build a competitive advantage is a key differentiator of our business and key to our continued success. 90% of our devices will be running the Android OS on a Samsung device.

The Help Desk Mobility Support Specialist directly handles incoming calls and helpdesk tickets from ARS employees requesting mobile device support. This position troubleshoots issues and educates mobile end-users to provide effective resolutions in a timely manner.

Responsibilities

• Primary responsibility is to respond to incoming calls and manage the help desk ticket queue to support our mobility users. Includes but not limited to:
• Smartphone or tablet assistance including set-up and basic operations
• Configure and troubleshoot Outlook and Teams O365 apps
• Assist with Chrome app browser support and configuration
• Troubleshooting hardware and software issues
• Basic support for Bluetooth accessories
• Ensures all open support requests are resolved with the proper time frame and escalate more challenging issues as required to 2nd level engineering support.
• Performs MDM device activations (Samsung Knox and VMWare Workspace One).
• Contributes 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 ad 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.
• Must have the 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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