Device Management Technician

As a Device Management Technician, your primary responsibility is to manage the full lifecycle of Company end-user devices and ensure they are properly provisioned, secured, and maintained through our endpoint management platforms. You will own device procurement coordination, imaging, deployment, and retirement, while also administering the Mobile Device Management (MDM) and endpoint management tools that keep Company devices compliant, patched, and secure.

Your role involves close interaction with associates, IT suppliers, and contractors to keep the device fleet organized and audit-ready, while supporting the broader Infrastructure Team on device-related escalations. Your performance will be evaluated based on factors including the accuracy and timeliness of device provisioning and retirement, device compliance and patching rates, inventory accuracy, and the reliability of the endpoint management environment.

• Manage end-to-end device lifecycle: procurement coordination, imaging, configuration, deployment, and secure retirement/decommissioning.
• Maintain accurate IT hardware inventory records, ensuring accountability through check-in/check-out and asset tagging procedures.
• Coordinate with vendors and suppliers on device orders, warranty claims, repairs, and replacements.
• Prepare and stage devices in advance of new hire start dates and coordinate collection/redeployment during offboarding.

• Provide first-line response and problem resolution (Levels 1 and
  2) for end-users requiring assistance with IT-related issues and problems.
• Administer and manage the IT Helpdesk Support system, tracking issues to resolution within established benchmarks, updating the knowledge base, and communicating solutions to users and other IT team members.
• Administer and maintain system user access and permissions: user account profiles, file and share permissions, and install approved software applications on user computers.
• Work with the Infrastructure team on all escalations and manage communication with end users throughout the process.
• Work directly with other IT team members, suppliers, and contractors to resolve Level 3 and escalated problems.
• Act as a liaison between users, IT suppliers, and contractors to facilitate timely problem resolution and support.

• Monitor IT systems and applications in collaboration with the Infrastructure team to ensure performance and availability meet established benchmarks, including internet, internal networks, servers, software applications, and mobile data and voice operations.
• Monitor and ensure all servers and applications are fully patched with applicable updates, with a focus on security patching.
• Maintain IT hardware inventory records, ensuring accurate inventory control through check-in and check-out procedures.

• Participate in continuous learning opportunities, including classes, webinars, and certifications, to stay ahead of technology trends and leverage new tools to improve organizational performance.
• Perform any other duties as assigned or required to support the company's overall operations and objectives.

All potential hires are subject to pre-employment checks which include but are not limited to background checks, drug screenings, and motor vehicle record checks.

• Two-year associate degree in information technology or computer Science or comparable educational degree with 2+ years of appropriate experience.
• Required knowledge and experience in the following systems and applications:
• Common IT hardware knowledge, networking, industry-standard applications, and best practices including troubleshooting and setup of printers, desktops, laptops, tablets, and smartphones.
• Network infrastructure and configurations
• Workstation imaging and automated software deployment
• Operating Systems:
  Windows 11, Android OS, and iOS
• Management Tools and Systems such as mobile device management software (Intune, Manage Engine), VMware applications, remote desktop support (Screen Connect, RDP), and Manage Engine Service Desk+, ADManager+, and Endpoint Central
• Preferred knowledge and experience in the following systems and applications:
• Power Shell
• Strong customer service and communication skills, including empathy, listening skills, and the ability to effectively communicate with both technical and non-technical users.
• High external structure, demonstrating the ability to work independently and self-manage.
• Ability to collaborate effectively with a remote team.
• Desire to assist others and a commitment to helping users.
• Clear oral and written communications.
• Capability to manage multiple priorities simultaneously and deliver consistent, high-quality results.
• Must have great attention to detail and follow-through skills.
• Understanding of business fundamentals, company culture, and how they interact with technology solutions.
• Excellent analytical and reasoning skills.
• Strong…