Service Desk Analyst - Mobile

Title: Service Desk Analyst I – Mobile

Type: Full-Time/Non-Exempt

Reports To: Service Desk Manager

About Wright Service Corp:

Wright Service Corp. is a prominent leader in several environmental services industries, providing integrated vegetation management, forest management and reforestation, technology solutions, environmental and agricultural sustainability consulting, commercial environmental services, residential and commercial landscaping, tree care, interior plantscaping, and other outdoor and indoor services.

The Wright family of companies includes Wright Tree Service®, Wright Outdoor Solutions®, Eocene Environmental Group℠, Eocene Environmental Group of the West, Wright Tree Service of the West, Wright Tree Service of Puerto Rico, Wright Canada Holdings, and commonly seen brands, such as Spectrum Resource Group, ArborCare and Verdure Elements.

Wright Service Corp. has been employee-owned since 2002 and headquartered in Central Iowa since 1933, when Wright Tree Service was founded by John L. Wright.

Job Summary: The Service Desk Analyst I – Mobile provides front-line support for mobile devices, including smartphones and tablets, with a focus on iOS and Android platforms. This role is responsible for troubleshooting technical issues, assisting users with mobile apps and operating systems, and ensuring timely resolution of service tickets. The analyst delivers excellent customer service, maintains accurate documentation, and supports mobile device security and authentication processes.

Responsibilities:

• Deliver quality customer service in all interactions.
• Identifies, researches and resolves technical problems.
• Document, track, and monitor issues to ensure timely resolution.
• Provides hardware support for cell phones, tablets, and other mobile communication devices.
• Complete assigned tickets and tasks within our 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.
• Provides 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 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 in stances where no documentation exists.
• Work closely with our employees 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.
• All other reasonable duties, as assigned.

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.
• 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.