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Revel It - Akron, OH
posted about 2 months ago
Full-time - Mid Level
Akron, OH
Professional, Scientific, and Technical Services
About the position
The IT Production Support III role is focused on providing comprehensive support for the Vegetation Management work management software (VMS) utilized by approximately 2000 end users, including internal staff and external contractors. This position is essential for ensuring the smooth operation of VMS on iOS mobile devices across multiple states, addressing user issues, and maintaining system integrity.
Responsibilities
- Provide high level of exceptional customer support of end users
- Maintain Mobile Asset Database (ITNow or equivalent) which tracks Personnel, issued Equipment and Accessories for iOS mobile devices
- Maintain, activate, troubleshoot wireless cellular accounts on iOS mobile devices
- General support, troubleshooting and assistance for iOS mobile devices
- Ensure compliance with Cyber Security user & device requirements
- Active Directory user provisioning
- License provisioning
- Multifactor Authentication Support
- Create, respond, and resolve tickets representing VMS Support Desk
- Investigate and resolve data issues within the VMS software to support tickets (~80-90% of duties)
- Provide administrative assistance in handling data for VMS in database (~80-90% of duties)
- Share screen with end users to resolve support tickets
- Identify enhancements and defects for VMS software enter into database (Quality Center or equivalent)
- Escalate tickets to appropriate department/vendor for resolution
- Assist users with log on activation, MicroSoft Office 365 Apps, PowerBI usage
- Share results of daily application support in the form of lessons learned and global communications as identified
- Adhere to Computer Use Agreement
- Manage software or hardware upgrades
- Work with staff and management to address any user non-compliance issues
- Provide IT Solutions information to users and iOS mobile devices
- Assist with onboarding, offboarding and transfer of employees
- Issue computer hardware and accessories to users as needed
- Attend staff meetings as required
Requirements
- 5+ years of experience in IT support
- Excellent customer service and communication skills in a fast-paced environment
- Ability to multitask
- Superior problem-solving and technical computer skills
- Prior administrative assistance with support of data, databases, and Support Desk
