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MDM Helpdesk (Mobile Device Management)

Atlanta, GA 30334

Posted: 06/08/2020 Job Category: Tech Support Helpdesk Job Number: 1872

Job Description


MOBILE DEVICE MANAGEMENT HELPDESK JOB SUMMARY

The MDM Helpdesk (Mobile Device Management) specialist will assist customers who are experiencing any procedural or operating difficulty with the use of hardware and industry standard IT applications, products, or services. Complex and/or high priority problems are escalated to our lead or specialized support groups for resolution when needed, but the MDM Helpdesk (Mobile Device Management) specialist is responsible to ensure that an effective solution is provided to the user.


MOBILE DEVICE MANAGEMENT HELPDESK JOB DUTIES AND RESPONSIBILITIES
  • Provides technical assistance and support for incoming queries and issues related to agency computer systems, software (e.g. Windows 7-10, Office Suite, various browsers), and hardware from users.
  • Provides assistance in person, over the phone, by remote control, walk-ins, and deskside.
  • Assist users with information security and privacy questions, provides direction for correct course of action.
  • Supports and responds to 750 user’ s problems and 2400 devices in a timely fashion, demonstrating courtesy and respect with customers to ensure complete problem resolution and satisfaction through appropriate follow-up.
  • Supports telecommunication devices and services.
  • Supports all special programmed features of users’ phones (e.g. Hunt Groups, Call Centers, and Port Forwarding). Manage relations and all user voicemail accounts with and through GA Voicemail.
  • Manages day to day delivery of Services (VOIP, ACD, Carrier Network, Technology partners) to ensure adherence to defined service levels. Knowledge of AirWatch, Microsoft Intune or similar MDM tool to setup phones or support user’ s smart phone problems.
  • Provides assistance to users on various vendor wireless networks.
  • Distributes and reviews user equipment as required, updates inventory asset management systems with assigned equipment. Ensures equipment is clean, up to date and operational.
  • Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, and other assigned peripherals.
  • Troubleshoots desktop and network printing problems for various vendor printing devices.
  • Escalates issues to the Systems Administrator when necessary. Places support calls through online problem tracking system for each vendor’ s printers/copiers to include HP, Dell, Canon, Gordon, Verizon, Lenovo, and others.
  • Tracks problems in tracking system, ensuring vendor support and follows through until problem is rectified.
  • Image systems with proper OS and application build on desktop and laptop computers. Support agency proprietary client and web applications in use by agency programs.
  • May be asked to train users on use of IT hardware and software (e.g.: laptops, portable printers, login, GroupWise Email, etc.)
  • Create user support documentation and instructions for users.
  • Must be able to multi-task, prioritize problems, and manage time to ensure timely resolution of responsibilities.
  • The individual will work in a team environment and has responsibility for IT support tickets and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions.
  • Performs work activities requiring negotiating, instructing, persuading, or speaking to others; and respond appropriately to constructive criticism from a supervisor.
  • Distributes user requests to other IT support specialist when high call volume or work is at peak levels.
  • This position occasionally requires evening and weekend work.

MOBILE DEVICE MANAGEMENT HELPDESK TECHNICAL COMPETENCIES
  • Minimum of 2-3 years' previous experience with AirWatch, Microsoft Intune or a similar MDM tool to setup phones and/or support user’ s smart phone issues.
  • Knowledge of TCP/IP, wireless communications, LAN Speeds and general problems.
  • Good knowledge of DHCP, DNS, and WINS.
  • Microsoft Operating Systems, Office Applications, and browsers.
  • Understanding functionality of laptops, desktops, printers, and scanners.
  • Working with VPN technologies, Mobile Hotspots and cellular devices.
  • Working with a remote workforce.

MOBILE DEVICE MANAGEMENT HELPDESK SKILLS AND QUALIFICATIONS
  • 3+ years of experience as an IT Support Specialist.
  • Minimum of 2-3 years' previous experience with AirWatch, Microsoft Intune or a similar MDM tool to setup phones and/or support user’ s smart phone issues.
  • Knowledge of Active Directory and Microsoft OS system repair and operations; service configurations; registry operations, updates, modifications; scripting language and automation. Understanding OCR Applications.
  • Knowledge of methodology to run computer systems and to troubleshoot computer equipment malfunctions.
  • Strong aptitude in OS repairs, spy ware and virus removal, hardware, upgrades and troubleshooting.
  • Understanding and operational knowledge of Windows Operating Systems and applications, security software, Microsoft Office applications, various browsers, Go To Meeting, Skype and agency applications.
  • Understanding of home wireless networks and router setups.
  • The ability to perform work unsupervised, make certain decisions independently and understand appropriate timing to escalate problems.
  • Can coincide with other co-workers or peers without exhibiting behavioral extremes.
  • Must maintain confidentiality.
  • Ability to meet deadlines.
  • Must be able to lift 40 pounds.
  • Excellent written and verbal communications.

Job Requirements

Mobile Device Manangement, MDM, Helpdesk, IT Support, AirWatch, Microsoft Intune, Intune, Android, iPhone, VoIP

Meet Your Recruiter

Charles Marzec

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