03 Mar
Mobility Analyst
Texas, Mckinney , 75070 Mckinney USA

Vacancy expired!

Job Title: Mobility Analyst

Location: McKinney, TX

Job Type: 3+ Months Contract

Job Summary:The Mobility Analyst (“Analyst”) works as an integral part of the IT Support Services Team to facilitate and support mobile device users, at the device level, as well as through company- approved Mobile Device Management (“MDM”) and Unified Endpoint Management (“UEM”) platforms. The Analyst also integrates with procurement vendors and carriers as needed. In addition, the Analyst provides outstanding customer service and support for all end users, to include members of the Information Services & Technology Team, across all divisions of the Company. Additionally, the Analyst may also be required to provide support for other computer hardware and software. The Analyst reports directly to the Manager, IT Support Services.

Duties and Responsibilities:
  • Provides Tier 1-3 service for all company-approved end users
  • Responds promptly to service requests through ITSM ticketing system, email, phone, and other approved platforms
  • Ensures all incidents and requests are well documented in the ITSM ticketing system
  • Follows through on all assigned work orders in a timely manner to meet/exceed customer expectations and established SLA’s
  • Reviews and maintains Active Directory objects to ensure timely updates of end user contact information and billing
  • Effectively troubleshoots and triages customer hardware and software issues (and escalates in accordance with established processes and procedures)
  • Follows established standards for deployment of hardware and software
  • Assists with team projects (as needed)
  • Participates in an on-call rotation
  • Mentors and provides training to team members
  • Provides technical direction to other support technicians to resolve mobile device issues
  • Identifies areas to optimize efficiencies and improve the customer service experience
  • Serves as a point of escalation for mobile device issues (in accordance with established processes and procedures)

Education and Experience:
  • High-school diploma or general equivalency diploma (GED) with five years related technical customer support experience and a proven positive record for team and mobile vendor collaboration.

Skills/Knowledge:
  • Be able to work independently and collaborate closely with cross-functional Teams
  • Display ability to manage multiple tasks and projects in a fast-paced environment
  • Demonstrate proficiency with mobile application deployments via MDM platforms
  • Be highly organized and motivated
  • Demonstrate the ability to think creatively, process critically, and problem solve
  • Be creative and innovative by problem-solving and adapting to a rapidly growing environment
  • Exhibit excellent analytical skills with proven ability to comprehend business requirements and translate them into functional specifications
  • Possess excellent interpersonal oral and written communication skills, including the ability to communicate with all levels of the organization as well as with vendors
  • Maintain proficiency with mobile device provisioning, deployment, and account management
  • Display in-depth knowledge of Microsoft, Apple, and Android operating systems

Certificates and Licenses:
  • Valid driver's license required.
  • Applicable Microsoft, Apple, and MDM certifications preferred.

Work Environment:
  • Standard indoor working environment
  • Occasional long periods of sitting while working at desk/computer
  • Must be able to lift, carry, push or pull up to 25 lbs.
  • Position requires regular interaction with employees at all levels of the company
  • Independent travel requirement: Up to 25%
  • Provides support for Executive-level employees
  • Actively participate on functional and cross-functional team projects
  • Travels for acquisitions, training, and other projects as needed

Vacancy expired!

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