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.
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.
