Duties and Responsibilities:
Tier 2 technicians provide customer service by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals. 80% of this role will be focused on Supporting MDM requestincidents. The other 20% will respond to Desktop Support surge items as needed.
•Will require flexible weekend and/or evening shift work.
•Manage customer support requests, escalating as appropriate and follow up to resolution
•Provide technical support for all mobile device issues via ServiceNow, telephone, email, and walk-in
•Provides resolution to commonly known issues
•Logs call all issues into the incident management system (ServiceNow) and escalates the calls and issues to Tier 3 support when necessary
•Assisting with Stock Inventory Management and reconciliations
Address other DSS duties as assigned from time to time by management.
This position's salary is between 25-30/hr dependent on years of experience
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience
•High school diploma
•1 year related experience working on civilian federal government agency contract(s)
•Minimum 2 years of experience in configuring and managing a enterprise MDM solution
•Knowledge of networking, Windows 10, desktop and laptop computing equipment and peripherals
•Excellent troubleshooting, problem solving skills and strong customer service and interpersonal skills
•Demonstrated experience in mobile device provisioning, deployment, and account management
•Demonstrated experience delivering Apple Device Enrollment Program (DEP) and support
•In-depth knowledge of iOS mobile device operating systems and functionality.
•Mobile device management, troubleshooting and installation for wireless access to internet, email, calendar, cell phone, and applications
•Technical understanding for activating, configuring, phone number porting, contact transfers, and troubleshooting mobile devices, which includes smartphones, tablets, and MIFI devices.
•Mobile device encryption services
•Updating and backup procedure across mobile platforms.
•Demonstrated ability to work well in team environment
•Excellent administrative skills: organized, efficient and versatile
•Excellent verbal and written communication skills in the English language
Nice to Have Skills & Experience
•Familiar with HP and Dell hardware and McAfee full disk encryption or other full disk encryption products
•Experience in creating and maintaining documentation to include Standard Operating Procedures (SOPs), Configuration Documentation, Policy Documentation, and Training Documentation
•ITIL Foundations (v3 or v4), Security , A and/or other relevant certifications
2 years related experience working on civilian federal government agency contract(s)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.