Reyes Holdings Device Support Specialist - RFS in La Crosse, Wisconsin

Device Support Specialist - RFS

  • Job ID #:15585

  • Position Type:Full Time

  • Location:La Crosse, WI

  • Shift:1st

  • Department:Information Technology and Technical Support

  • Education Required:HS Diploma/GED

  • Experience Required:1 - 3 Years

Position Description:

Position Summary:

The Device Support Specialist position is responsible for maintaining standards and support processes for all end user devices in the Reinhart Foodservice enterprise. The scope of responsibility includes evaluation of business needs to identify, evaluate, and implement the portfolio of devices. This role includes development and disbursement of end user and support documentation, training, and inventory for all devices in the Reinhart Foodservice enterprise as well as vendor management activities and project management. The list of end user devices supported includes but is not limited to the following:

  • Warehouse Management Systems devices

  • MDM (Mobile Device Manager) management/configuration

  • Handheld devices (terminals, headsets etc.)

  • iPads for Sales force

  • Printers

  • Other Wireless Devices

  • Any other end user device identified by the RFS IT

Position Responsibilities may include, but not limited to:

  • Manage, maintain, and support Mobile Device Management platform

  • Gather business requirements for End User Devices

  • Research emerging technology and evaluate for company use as part of project work

  • Equipment procurement and delivery coordination for projects

  • Create and maintain documentation for end users and support staff

  • Create and deliver training to support staff

  • Maintain device and accessory standards; and catalog of offerings

  • Manage, maintain, and assist in creating standard build/images and the build/image creation process for all devices, including security patch management, regression testing, continuous improvement

  • Level 1 escalation point for troubleshooting end user device issues

  • Available for after-hours emergency situations as needed.

  • Assist in creating and maintaining process and procedures including but not limited to:

  • Procurement/Ordering Process

  • Preparation/Configuration Process

  • Distribution Process

  • Asset Management Process

  • Lifecycle Management

  • Usage Policies

  • Vendor Management (applicable to both supply and support Vendors)

  • Manage applications essential to business functions

  • Participate in the evaluation of new Vendors and implementation process upon Vendor selection.

  • Document, manage, and maintain interaction processes between vendors, users, and support staff

  • Document, manage, and maintain list of vendor escalation contacts and the escalation process

  • Develop, document, and manage process to obtain feedback and metrics to evaluate vendor performance

  • Maintain relationships and facilitate resolution of any vendor performance issues

  • Escalation point for vendor issues

  • Other projects or duties as assigned.

Position Requirements:

Required Skills and Experience:

  • Associates degree in information technology or related field OR a High School Diploma/GED and at least 1 years’ experience supporting end user devices such as PC, Laptops, Handhelds, tablets, phones, thin clients, wireless devices and printers, etc. formally or informally

  • Experience working with all end users, application owners, and other IT stakeholders to build and support the most efficient and stable EUD experience

  • Ability to work in a fast paced / customer facing environment

  • Problem solving skills

  • Proficiency in Microsoft Word, Excel, Power-Point and Outlook.

  • Excellent verbal and written communication skills

  • This position must pass a post-offer background and drug test.

Preferred Skills and Experience:

  • Bachelor’s Degree

  • 2 or more years’ experience troubleshooting Android, iOS, and other mobile OS issues

  • Hands-on experience with mobile device management tools (i.e. Air Watch, SCCM, SOTI) for deployment, maintenance, updates, and inventory of end user devices.

Physical Demands and Work Environment :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.

As an Equal Opportunity Employer, Reyes Holdings companies will recruit and select applicants for employment solely on the basis of their qualifications. Our Practices and Procedures, including those relating to wages, benefits, transfers, promotions, terminations and self-development opportunities, will be administered without regard to race, color, religion, sex, sexual orientation and gender identity, age, national origin, disability, or protected veteran status and all other classes protected by the Federal and State Government. Drug Free Employer.