Service Desk Analyst I - West Des Moines, United States - Paragon IT Professionals
Description
The Service Desk Analyst I Mobile helps users resolve issues with cell phones, tablets, and other mobile devices as well as mobile applications and operating systems by assessing problems and issues with IT equipment and applications and proving the most accessible solution.
ESSENTIAL JOB FUNCTIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions:
Deliver quality customer service by providing daily technical and operational assistance in the use of cell phones, tablets, and other mobile devices as well as with mobile applications and operating systems.
Identify, research, and resolve technical problems.
Document, track, and monitor issues to ensure timely resolution.
Provide hardware support for various types of mobile devices.
Complete assigned tickets and tasks within the 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.
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 mobile device 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 instances where no documentation exists.
Work closely with customers 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.
Support, actively participate, and act in accordance with Wrights culture of safety and employee ownership.
Comply with applicable federal, state, and local laws, rules, and regulations; maintains knowledge of and follow all company policies and procedures.
Maintain regular and punctual attendance at work and meetings.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Position may require some outside travel.
During emergencies or natural disasters may be required to be on duty for the duration of the disaster.
In cases of rare severe technical outages, this individual may also be required to be onsite during weekday evenings/nights and/or on weekends.
JOB 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.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
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.
Ability to adapt to a dynamic, fast-paced, and ever-changing environment.
Ability to read, write and speak English sufficient to perform job duties and to interact and communicate with employees and vendors.
ENVIRONMENTAL AND PHYSICAL ACTIVITY REQUIREMENTS:
The physical activities of this position constantly require effective talking, hearing, sitting, walking, and standing functions. The position also often involves sedentary work where sitting is required most of the time, with occasional standing or walking. The position also requires exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Must be able to perform activities with close visual acuity, such as reading a computer screen and reading print material. The functions of this position are conducted in a temperature-controlled environment.
INTELLECTUAL/EMOTIONAL REQUIREMENTS:
The occupant of this position must be able to perform the responsibilities of the position well under pressure. The position requires adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure. This position requires the ability to deal with and find a resolution to problems and maintain a productive working relationship with employees which may be interrupted frequently to meet the needs and requests of others. It also requires adaptability to fluctuate between priorities daily while being responsive to needs as they arise.