Functional Title: Mobile Device Support Technician

• Provide modern smartphone and tablet technology and support for health and human services workers across the state.
• Provide support for new and ongoing Mobility related projects.
• Provide support for mobile device migration efforts.
• Respond to requests from internal and authorized external business units in a timely manner for Tier II support: telephone, e-mail, remote control, and occasional on-site problem diagnosis and resolution for mobile device issues.
• Enforce mobile device policies and procedures in the EMM environment.
• Integrate commercial off-the-shelf and in-house mobile applications into the EMM catalog and ensure deployment of those applications.
• Collaborate with consultants for installations, deployments, and troubleshooting of new releases as needed.
• Manage service vendor(s) to ensure quality and provide feedback on ways the vendor(s) can improve services.
• Maintain system integrity and security by resolving issues from compliance scans.
• Maintain system configuration design documentation and EMM continuity documentation.
• Participate in team meetings and provide routine status updates.
• Evaluate current and next-generation mobile hardware, software, and services; recommend purchases.
• Collaborate and strategize with business units to formulate secretariat application reference manuals for mobile applications.
• Lend experience and insight into next-generation Enterprise Mobility Management (EMM) services for a large enterprise.

• At least 3 years of hands-on experience in IT Asset Management, IT Customer Support, IT Service Delivery, IT Application Development, IT Business Analysis, or other IT related fields in a large enterprise organization. Experience working in state government is preferred but not necessary.
• 1-3 years of relevant work experience and basic knowledge with Mobile Device Management (MDM), Enterprise Mobility Management (EMM), or Unified Endpoint Management (UEM) and tools such as Workspace One (AirWatch), Telecommunication MDM, Apple Business Manager, and Microsoft Intune
• Knowledge of industry trends and insight into mobility device use cases.
• Knowledgeable with both iOS and Android devices.
• Strong customer and team orientation with a focus on collaboration, an ability to work independently, and a high level of professionalism and quality.
• Willingness to grow and learn with a new IT team in a cutting-edge technology discipline
• Strong organizational and customer service skills with attention to detail.
• Excellent written and verbal communication skills; interpersonal and collaborative skills; with the ability to effectively relate and communicate at all levels, including explaining technical matters in business terms.
• Ability to plan and prioritize workload to meet implementation schedules and minimize schedule conflicts.

• Associates Degree in Computer Science, Information Technology, or an equivalent combination of education and work experience desirable.
• Mobility Platform Certifications (VMWare Workspace One (AirWatch), Intune, MobileIron, etc.) optional but preferred

Last updated on Mar 2, 2023