This position will focus mainly on providing day-to-day break/fix expertise for local and remote users of mobile devices (iPhones, iPads, Androids) and PCs. Requests may include answering “how to” questions, ordering mobile devices and setting up new users, answering questions about mobile plans, and providing troubleshooting expertise for internal end users using PCs, Microsoft Windows and Microsoft Office tools. Requests will be monitored and prioritized utilizing a Service Desk ticket queue. Creating and maintaining documentation for various PC, mobile phone and tablet support procedures will be required. Expect interaction with end users, vendors, mobile carriers, and multiple groups within USG IT at varying levels. Metrics and basic issue analysis could also be required.

Key accountabilities and responsibilities:

Mobile Services

Become familiar with all supported Android and iPhone models
Become familiar with all supported mobile tablet devices
Become familiar with all supported mobile broadband devices
Understand the interaction between mobile devices (phones, tablets) and the Mobile Device Management system (Mobile Iron)
Ability to load operating system and applications on iPhone, iPad, and Android devices
Understand/perform administrative functions on the Mobile Data Management platform
Troubleshoot iPhone, iPad, and Android operation and application issues
- Document smart phone and tablet support procedures
- Provide support for smart phones and tablet devices
- Work with multiple carriers on mobile plan ordering and options

Technical Break/Fix and Request Processing

- Coordinate shipping of computers back to corporate office
- Coordinate repair and return of equipment with the corporate tech support team
- Coordinate retrieval of off-lease equipment with Asset Management team
- Provide both local and remote PC support, to end users of varying skill sets, over Instant Messenger (IM), phone, email, remote control and face to face
- Provide Windows 7/8.1 operating system support
- Provide Microsoft Office (Word, Excel, PowerPoint, Access) support
- Provide support for other corporate applications as required
- Provide support of basic client network connectivity (wired and wireless)

-Provide support and deployment of conferencing and productivity equipment

Ticketing System

- Become proficient in creating, modifying and closing tickets in the Service Desk ticketing system
- Monitor and maintain dedicated work queues within the tool
- Understand and follow the outlined escalation process

Education

Required:

Associates Degree in MIS, IT, Computer Science or equivalent

Preferred:
Bachelors degree in Information Technology, preferably Management Information Systems (4th year Senior)

Required Skills

- Basic Windows knowledge
- Basic knowledge of Microsoft Office and SharePoint
- Strong analytical and problem solving skills
- Solid communication skills, both verbal and written, utilizing numerous vehicles (IM, email, phone, face to face); ability to work in a positive and congenial manner with end users
- Becomes acclimated to the IT Operations and End User Computing processes
- Effective time management
- Ability to create and maintain technical documentation using various tools

Preferred Skills

- Basic TCP/IP knowledge
- Exposure to smart phones, tablet devices and Blackberry phones
- Ability to use the internet to research support issues

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran