Service Desk Technician / Mobility Technician Jobs at Arch Resources
Sample Service Desk Technician / Mobility Technician Job Description
Service Desk Technician / Mobility Technician
OVERALL JOB PURPOSE: Position is responsible for providing support through the ACI Service Desk. Focus is to provide support with excellent customer service, satisfaction, and professionalism for ACI employees, contractors, and vendors on a 24 x 7 basis. Resolves 1st level technical service requests and incidents regarding computer hardware, software, network, mobile devices, security, and telecommunications systems. Escalates to 2nd level personnel after completing triage and proper documentation. Properly utilizes a Service Desk ticketing management system to record and track activities to resolve issues. Staff serves as the primary communication center for all situations and outages that may impact Arch business operations. In addition, staff monitors the Data Center environment on a 24 x 7 basis.
Assists support of mobile devices: includes mobile device deployment, technical support, end user training, and ensuring a good user experience.
RESPONSIBILITIES INCLUDE:
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Staffing of the Service Desk Provide tier 1 support via telephone, desk side, remote access, and email to resolve all reported incidents and service requests on a 24 x 7 basis. Technician provides primary problem troubleshooting and documents actions in the IT ticketing system. Records root cause resolution or escalates to tier 2 IT groups as defined. Provide support for all peripheral equipment that is used as a complete technology solution for employees. Technician is responsible for the monitoring of the Data Center. Respond to environmental and utility alerts and implement corrective actions or escalations when necessary. On-site contact for maintenance events for the Data Center. Perform backup media collection and transfer to offsite locations per company design. Serve as primary for file restoration for end users at all Arch locations. |
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Mobility- Assists provisioning and deployment of mobility devices and technologies. Provide tier 1 support for all mobility incidents and train ACI Service Desk personnel to expand mobile capabilities. Proficient on all mobile devices currently supported regarding hardware configuration, O/S, software configuration, troubleshooting, and modifications on all mobile applications Assist in administration, configuration, operation, and maintenance of the Mobile Device Management System |
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Communication The position serves as a communication center to keep IT personnel and ACI employees informed of situations that may impact the availability of ACI business technology. Publish events on company portal informing users of startups, shutdowns, reboots, and system outages. Notify external service providers of Arch system outages and the restoration of normal operation activities. |
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Business Operations Generate purchase orders following established workflow to requisition, order, receive and pay invoices related to normal IT purchasing processes. Work with Accounts Payable to ensure purchase orders match invoices and resolve discrepancies from vendor if warranted. |
MINIMUM REQUIRED SKILLS, EDUCATION AND EXPERIENCE:
- Associate Degree or equivalent combination of education and/or experience.
- Advanced knowledge of various Microsoft operating systems and Office Suite.
- 2 years of experience with computer and server operations; hardware and software.
- Strong knowledge of mobility concepts, mobile device functionality and mobile device operating systems, particularly iOS.
- Excellent customer relationship skills.
- Ability to communicate effectively - both written and verbally.
- Strong analytical and problem-solving skills.
- Ability to bend, crawl, and lift up to 50 lbs.
- Must be available on a 24 x 7 rotating week basis; includes non-staffed hours, evenings, weekends, and holidays for On Call coverage.
- Must be able to work variable shifts. Service Desk hours are 6:30 a.m. 4:30 p.m. Monday Friday.
- Able to work outside of normal work hours to address emergencies and perform scheduled off-hour activities.
PREFERRED EDUCATION & EXPERIENCE:
- Bachelor's degree or equivalent combination of education and/or experience.
- 2 years of experience using Service Desk management software.
- Microsoft Windows and Office Certification.
- 2 years' work experience with mobile technologies, mobile device deployment or cellular services.
- Experience with the administration of a Mobile Device Management or similar system.
- Experience with the Apple iOS, iPhones or iPads.
- Technical knowledge and understanding of wireless technologies such as Wi-Fi, 802.11, and Bluetooth.
- Working knowledge of ITIL.
- Experience working with third party support vendors.
- Service Desk, Network or PC/LAN certifications.
POSITION WILL REPORT TO: Manager, IT Support
Current Openings for Service Desk Technician / Mobility Technician Jobs at Arch Resources
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