Information Technology Help Desk

4 days ago

Quincy, United States Acro Service Corp Full time

IT Help Desk

Location: Quincy, MA 02171( Onsite )

Job Description:

• Provide modern smartphone and tablet technology for health and human services workers across the state.

• Place orders for mobile devices, accessories, and services as needed the Executive Office of Health and Human Services and child agencies.

• Enforce mobile device policies and procedures for device procurement.

• Place and mobile device orders with cellular vendors.

• Manage service vendor(s) to ensure quality and provide feedback on ways the vendor(s) can improve services.

• 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 and e-mail problem diagnosis and resolution for mobile device/procurement issues.

• Cooperate with consultants for installations, deployments, and troubleshooting of new releases as needed.

• Create and Maintain technical and instructional documentation to be consumed at all levels of the enterprise.

• Participate in team meetings and provide routine status updates.

• Evaluate current and next-generation mobile hardware, software, and services; recommend purchases.

• Inventory and track end of life, damaged and offboarded mobile devices.

• Collaborate with agency mobile representatives on the return of mobile devices.

• Reset devices to a factory state (working with manufactures if necessary), ensuring that all Commonwealth data has been deleted.

• Work with vendors to responsibly recycle collected devices.

REQUIRED SKILLS (Special Skill Set, Abilities, Knowledge):

• At least 1 year of hands-on experience in IT Asset Management, IT Customer Support, IT Service Delivery, IT Business Analysis, or other IT related fields. Experience working in state government is preferred but not necessary.

• Basic knowledge of Mobile Device Management (MDM), Enterprise Mobility Management (EMM), tools such as Workspace One (AirWatch), Verizon MDM, Apple Business Manager, and Microsoft Intune is a plus.

• Knowledgeable with both iOS and Android devices.

• Working knowledge of cellular carrier ordering portals.

• Working knowledge of mobile device service, plans and features

• 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.

QUALIFICATIONS (Education, Years’ Experience, Certificates):

• Equivalent combination of education and work experience desirable.

• Mobility Platform Certifications (Workspace One (AirWatch), Intune, MobileIron, etc.) optional but preferred

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