TECHNOLOGY SUPPORT ANALYST jobs in Akron, OH

Job Overview:

This Technology Support Specialist will support the daily operations of our Vegetation Management work management software (VMS) on iOS mobile devices for approximately 2000 end users, including internal staff and contractors performing operational field activities across multiple states. This role focuses on customer service, technical support, and troubleshooting within a fast-paced environment.

Location: Akron, OH / Remote with occasional onsite requirements

Schedule: Monday - Friday, 40 hours per week

Key Responsibilities:

Customer & Technical Support

• Deliver exceptional customer service for end users of the VMS platform
• Respond to and resolve Support Desk tickets (80-90% of duties), focusing on troubleshooting and data management within VMS
• Screen share to resolve tickets and assist users with various technical issues
• Investigate, identify, and escalate software issues as needed
• Administer user provisioning, license management, and mobile device setups, including VPN, Bluetooth, and multifactor authentication

Mobile Device Management

• Maintain and update the Mobile Asset Database to track iOS device personnel, equipment, and accessories
• Activate and troubleshoot wireless cellular accounts on iOS mobile devices, ensuring compliance with cyber security policies
• Conduct hardware and software upgrades and issue computer hardware or accessories as required

Training & Compliance

• Share insights on daily support trends, provide global communications, and conduct lessons learned for continuous improvement
• Adhere to IT and security policies, including device usage and computer use agreements
• Assist with onboarding, offboarding, and employee transfers to ensure compliance with company standards

Documentation & Reporting

• Maintain accurate records of tickets and resolutions, escalating to appropriate teams as necessary
• Document enhancements and defect issues in the Quality Center or equivalent software

Required Qualifications:

• Strong customer service and communication skills, with the ability to manage multiple tasks
• Proficiency in problem-solving and technical computer skills to support ticket resolution in a fast-paced environment
• Previous experience in administrative support, data management, and Support Desk environments
• Familiarity with iOS mobile device troubleshooting, VPN, Bluetooth, Active Directory, and Microsoft Office 365
• Knowledge of cybersecurity requirements and user/device compliance
• Experience with PowerBI is a plus

About the Client:

Our client is a leading energy solutions provider, dedicated to delivering reliable power to millions of customers across the U.S. This organization values innovation, customer service, and sustainability in managing infrastructure and services critical to their operations. You will be part of a team ensuring the seamless functionality of vegetation management technology and providing essential support to staff in the field.

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