MDM-IT Support Technician

Job Title: MDM/IT Support Technician-OSC

Department: Information Technology

Reporting To: IT Application Manager / IT Service Delivery Manager

Duties and responsibilities include, but are not limited to:

• Answer incoming calls and log all customer questions and issues accurately and efficiently into the help desk ticketing system.
• Troubleshooting mobile applications and VMWare Air Watch/Workspace ONE functionality. MDM Technician should have experience working in the IT industry in a user support role, ticketing systems, and MDM.
• Working closely with Tier 1 & 2 IT Support team to provide a streamlined and smooth mobile user experience.
• Assist end users with the setup of equipment including mobile devices (cellular phones, tablets) as well as desktop and laptop computers, project video conferencing systems, and other peripherals as required.
• Building PCs for internal company use, including image creation / maintenance, and asset tracking.
• Assist with technical training and user education as needed.
• Assist with special project work as needed.
• Keep abreast of current technological trends and practices.
• Mobile device, PC and printer repair.
• May require late night and weekend coverage.
• Ability to create and follow documented standards and procedures, as well as verbal / written directives.
• Ability to resolve tickets, requests, and respond to all communications in a timely and professional manner.
• Maintain a clean working area, free of debris and other clutter.
• Other duties as assigned.

Additional responsibilities include but not limited to:

• Provide direct Face-to-Face and remote end user support with an emphasis on quality resolutions
• Provide support for mobile devices and tablets (Apple and Android)
• Air Watch administration (iOS and Android)
• Air Watch troubleshooting (iOS and Android)
• Air Watch security (iOS and Android)
• Air Watch iOS profiles for iPhone and iPad and Android devices
• Assist with the setup and daily management of Air Watch mobile device management system (MDM)
• Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
• Provide operating system and application support to diagnose and resolve unique problems
• Perform other duties as assigned

• Experience in IT with major focus on mobile infrastructure and deployment.
• Experience with Air Watch MDM.
• Experience with Microsoft Windows OS and the ability to fix hardware items such as desktop and laptop computers, printers, and mobile devices.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels including executives.
• Able to navigate and troubleshoot Apple and Samsung devices and programs (iOS & Android).
• Strong problem solving and critical thinking skills.
• Strong written and verbal communication skills.
• Must have excellent time management skills.
• Must be detail oriented.
• Demonstrate honesty, integrity and respect for others, a willingness to be flexible and open to change.
• Must be able to thrive in a team environment.
• Familiar with ticketing systems.
• Experience in the Airline industry a plus.

High school graduate; some college and/or technical school desirable.

The ability to read, write and understand spoken and written English. The ability to write routine reports and correspondence. The ability to give verbal and written direction to assigned staff.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to reach with hands and arms, stand; walk; talk or hear; and use hands to finger, handle, feel or operate objects, tools, or controls. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch or crawl.

The employee must occasionally lift and/or move more than 50 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily in an aircraft maintenance facility setting. The noise level in the work environment is or can be loud.