• Mobile Support Specialist

    Location US-Austin
    # Positions
    2
  • General Overview

    The Lower Colorado River Authority (LCRA) is seeking two mobile support specialists to deliver end-to-end support for companywide mobile technologies, to include cell phones, tablets, laptops, and Mifi type devices. The positions will serve as front-line support to deliver personal customer service, and are critical to help enhance employee productivity and effectiveness. Incumbents will assist users with general and specific technology adoption. In this job, emphasis will be placed on understanding end user mobile needs and making recommendations accordingly.

     

    Responsibility highlights:

    • Mobile phone configuration support
    • Mobile device support (IOS & Android)
    • Training end users on new technology and assisting with deployment
    • VIP support including VIP and Exec Assistant check-in’s inclusive of White Glove Service
    • Companywide PC and telephone break/fix support
    • Conference room technology health checks
    • Set-up of peripheral equipment, software installs and configurations, wireless and LAN configurations, and resolve access issues and other issues as required
    • Assist with trend and root cause analysis 
    • Identify and communicate problem trends found as part of incident resolution
    • Educate customers on problem resolutions to minimize repeat requests and provide timely follow-up 

     

    The preferred candidates will:

    • have strong customer service skills;
    • be a techno-learner with strong written and verbal communication skills;
    • be adept in analytical problem solving;
    • have good organization skills to balance and prioritize work;
    • conduct themselves in a professional manner; and
    • successfully work as part of a team.

     

    Technical experience preferences:

    • Proficiency in installing, troubleshooting and maintaining computer hardware and software
    • Specific proficiency in Windows OS, Android OS, Apple OS, MS Office Suite including O365, Apple and Android mobile devices
    • Mac experience, including integration of Apple devices into a primarily non-Mac environment
    • Knowledge of enterprise ticketing systems
    • Familiarity with business applications, mobile applications, and security products
    • Familiarity with remote support tools
    • Familiarity with networked environments

     

    Good communications skills are a must. The positions will be expected to communicate complex technologies and experiences in an easy-to-understand way for non-technical users.

     

    The mobile support specialists will need to keep their knowledge base current regarding the latest technologies in mobile devices, laptops, tablets, and operating systems. In this job, emphasis will be placed on understanding end user mobile needs and making recommendations accordingly.

     

    Positions also include scheduled, rotational on-call responsibilities.

     

    This general overview only includes essential functions of the job and does not imply that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instruction and to perform any other job-related duties requested by supervisor or management.

    Minimum Qualifications

    Four or more years of experience in providing technology customer service, supporting client computer hardware, client computer software or peripherals such as mobile devices or audio/visual technology.  A degree(s) in computer science, information technology or relevant field may be substituted per LCRA guidelines for certain years of experience.

     

    Driver's license

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