Telecom support analyst

Job Title: Mobile Device Help Desk Analyst

Location: Baltimore-MD

Responsibilities 

• Responsible for managing all wireless accounts, including, but not limited to, equipment, activations/changes to data plan, and user acknowledgement forms for all end users.
• Responsible for activating new user accounts and performing initial setup for email, calendar, contacts, etc.
• Responsible for maintaining all wireless databases, inventories, audits, supplies, accessories, employee acknowledgement forms, and adhering to all related state policies and procedures.
• Responsible for processing and distributing all end users’ wireless invoicing and personal usage summary.
• Hold quarterly inventory meetings to fully review and reconcile outstanding invoice processing issues, TSR queues, user acknowledgement forms, and other processes assigned.
• Coordinate with leadership and telecommunications vendors quarterly to review new products, rate plans, and eligible upgrades.
• Provide technical assistance for all wireless equipment.
• Other job-related duties as assigned.
• Provide clear day-to-day direction to staff.
• Point of Contact (POC) to handle day-to-day work-related issues.
• Identify and provide training as needed.
• Provide regular or as-needed updates/reports to MTA, the IT Department Manager.
• Ensure all telecommunication service requests (TSRs) are handled in a timely manner.

Qualifications:

•  A Bachelor's Degree preferred

Physical Demands:

Work is performed in normal office settings and at users' work sites. When at users' sites, the work may involve exposure to electrical wires and outlets, and safety procedures must be strictly followed. The work may require moving computers and printers weighing up to 50 pounds. Employees may need to occasionally work at other locations and may need to use a state or personal vehicle, as necessary.

Equipment Used:

In most cases, a state-issued computer will be the team members’ main tool for daily job performance. In addition, a handheld mobile device (smartphone) is also required for this position. Hand tools may occasionally be necessary to repair hardware.

Let me know if you have any questions or concerns.