About the Role

• 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

• 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), Telecommunication 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

• Equivalent combination of education and work experience desirable.
• Mobility Platform Certifications (Workspace One (AirWatch), Intune, MobileIron, etc.) optional but preferred