Position Overview: Duties include delivering front line technical assistance and support related to computer systems, hardware, mobile devices, and software. Responds to help desk tickets and calls, troubleshoots and runs diagnostic programs, isolates problems, and determines and implements the most appropriate solution. In addition to this, this individual will be responsible for some scripting, solution desk software administration, and executing Help Desk performance reports that show how IT is responding to issues reported by Aveanna end users.
Essential Job Functions:
Enterprise-grade mobile device management administrator
MaaS360 experience is a plus not mandatory
Management of Apple, Android-based and Windows devices in an enterprise environment
Document configurations and designs of mobile solutions
Mobile application deployment and management experience
Respond to tickets via email and phone.
Provide technical assistance and support for incoming inquiries, service requests and issues related to Tablets, computer systems, software, and hardware.
Respond to email messages for customers seeking help.
Work within Service Level Agreements, including but not limited to turn around time, data accuracy, etc.
Verbally walk customers through problem-solving process.
Take all necessary steps to ensure customer satisfaction at the end of the call.
Follow up with customers to ensure their issue has been resolved.
Create and submit detailed call logs documenting customer interactions in ticketing system. Accuracy, thoroughness, and timeliness are key call logging components
Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
Ask questions to determine nature of problem, and work with Application Development and IT Infrastructure teams on solutions to resolve problems.
Run diagnostic programs to resolve problems.
Resolve basic connectivity problems with Tablets, desktops, laptops and printers.
Install computer software and peripherals for users
Write training documents for end users.
Document help desk processes and procedures, including troubleshooting procedures.
Contribute current technical information and end user best practices to Aveanna’s knowledge base.
Guide and mentor less experienced personnel.
Gain understanding of the systems our customers are using to perform their work.
Run weekly reports to proactively identify and resolve recurring problems.
Track trouble ticket trends and report these trends to IT management team.
Adhere strictly to shift schedule. Timeliness is a key requirement
Promptly notify management of any potentially “dissatisfied” customers
Proactively seek and possess business acumen for all clients supported
Maintain technical proficiency in all applications utilized by clients supported
As the face of IT, the Mobility MDM Administrator should have the following qualifications and certifications:
At least 4 years’ experience working in a dynamic help desk environment with 2 of those years being in a lead role.
Experience configuring and deploying android based mobile devices.
Experience working with mobile device security and mobile application lifecycle.
Excellent verbal and written communication skills
Customer Service Skills
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Must have experience troubleshooting Tablet, PC and Laptop hardware issues.
Must have experience working with ticketing systems.
Command of English (business/fluent)
The Mobility MDM Administrator must possess an associate or bachelor’s degree in an IT related field or equivalent work experience.
IT certifications is a plus
Work in an office environment, may have ability to dress business casual
Will be in front of computer majority of the time, and may be required to visit users if needed
Will communicate frequently over the phone with customers
Must have strong communication and customer service skills
Must be able to lift up to 50 pounds
May involve moving around equipment, shipping, receiving and/or repairing equipment.