Help Desk Specialist

Title: Mobile Hardware Support Specialist

Duration: 24 months

Location: Akron OH

Job Summary:

Providing first line daily support and troubleshooting via call center, email, Teams for ~2000 internal Client and external Contractors using Apple iPad who perform work for Vegetation Management using customized software products Lifecycle and MIMS to document work activities. This is a fast-pace environment where the management of calls, ticket creation, and providing courteous, responsive customer support is critical. Required – Spanish fluent, preferably first language

· Safety and Operational Performance and Training – Deliver safety results through full employee commitment by observing company safety practices, wearing personal protective equipment as needed and completing required annual training to achieve Client’s corporate safety goals.

· Vegetation Management Support Desk Call Center – First contact support for VMS device users and department staff providing support, troubleshooting, and ticket creation for a wide range of support categories.

• Support both Spanish and English speaking Vegetation Management device users via Support Desk calls and ticket creation.

• Provide a Spanish speaking Support Team contact point to eliminate issues created by language barrier.

• Identify all caller’s needs, clarify information and create complete, concise ticket for client

• Troubleshoot with the client and provide direction to already created support document available on SharePoint when possible.

· Vegetation Management hardware and application deployment support

· Ensure compliance of VM Hardware with Client Computer Use Policies and Business Unit requirements

• Ensuring all Vegetation Management computer & mobile hardware and software are current to Client Corporate Standards per procedures.

• Run and review daily, weekly, monthly and routine reports as needed 12/23/2023

• Work with other IT Business Units as needed to support and maintain VM hardware & software compliance

· Assist with VPN and Multi-Factor Authentication registration, usage and troubleshooting for Veg hardware asset users

· Assist with New User On/Offboarding and computer hardware issuing, setup and tracking per training and procedures

· Attend VM Department meetings with staff and/or groups as needed or directed:

Information Technology (IT) Support – assist in L1 support (as trained) or ticket creation for all aspects of Vegetation Management technology usage including tracking, troubleshooting and support for all users with mobile hardware equipment, software and account configuration for Client and Contractors within Business Unit.

Job Type: Contract

Pay: $16.00 - $22.00 per hour

Experience level:

• 4 years

Schedule:

• Monday to Friday

Work Location: In person