Mobile Device Support Specialist - ITS-Operations

Minimum Qualifications:

Associate's degree or equivalent in related field and one year of related experience. An equivalent combination of education and experience relevant to the role may be considered for this position.

Preferred Qualifications:

Desktop support experience on PC’s with Windows operating systems.  Support experience with pagers and mobile devices

Job Summary:

The Mobile Device Support Specialist works independently to support applications on mobile devices- including Mobile Phones, Tablets, and pagers as well as Workstations on Wheels (WOW’s) for a broad spectrum of mobile operating systems (i.e. Apple iOS, Android OS, Windows, or others as required). The Specialist is responsible for providing technical support, troubleshooting, monitoring, and maintaining equipment relative to the Agency's designated MDM, Active Directory, designated enterprise messaging system, various mobile device hardware, and mobile device operating systems. The Mobile Device Support Specialist shall plan, engineer, coordinate, and manage equipment installations on multiple impact levels and networks in order to connect highly mobile employees to the information they need.

Job Duties:

• Provide customer service to hospital/clinic, academic, and research environments.

• Preparing, configuring, testing, troubleshooting, issuing, and receiving mobile communications devices and associated auxiliary devices.

• Providing support to laptops, tablets, and pagers including any associated wireless and cellular technology in accordance with policies and procedures

• Troubleshooting, repairing, and providing logistical support for existing mobile devices.

• Managing trouble tickets using the client designated corporate ticketing system.

• Providing basic troubleshooting and problem resolution proficiencies in the following: Mobile Device Hardware and Software from multiple vendors such as Apple, Samsung, BlackBerry, and any other Mobile Device Operating Systems from multiple vendors.

• Managing cellular lines of service to include but not limited to; Correct charge for service plan, adding/removing lines of service and adjusting global plans as needed.

• Administering MDM accounts directly related to the mobile device.

• Troubleshooting and resolving mobile device issues or problems with device hardware and software

• Troubleshooting wireless carrier network services such as voice, data, Short Message Service (SMS), Multimedia Messaging Services (MMS), data tethering, mobile hot spot, management of carrier mobile telephone numbers between devices, etc.

• Maintain accurate inventory of pagers and cellular devices.

• Escalating trouble tickets with the appropriate support when more advanced troubleshooting is required.

• Assisting with the enterprise mobile device refresh period by providing Tier 2 MDM support and enterprise deployment of client refresh enterprise mobile devices

• Processing replacement devices between vendor and end users as required.

• Performs related duties as required.

Knowledge/Skills/Abilities:

Strong customer service skills. Troubleshooting skills

Salary Range:

Actual salary commensurate with experience.

Work Schedule:

Partial Remote, onsite as needed. Monday through Friday, 8am to 5pm, on call rotation, and as needed on occasion.

Equal Employment Opportunity

UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a Federal Contractor, UTMB Health takes affirmative action to hire and advance protected veterans and individuals with disabilities.