Analyst, Mobility

What This Position Is All About

The Mobile Analyst is responsible for the daily support and implementation of mobile devices in our stores and distribution center. Scope of responsibilities will also include support for corporate cell phones and tablet fleet.

• Self‑starter and a problem solver
• Love hands‑on work
• Adaptable
• Can work effectively both independently and within a team
• Do not shy away from going above and beyond the call of duty when needed
• Lifelong learner

• 7+ years of overall information technology experience
• 5+ years of experience as mobility analyst or technician positions
• Solid working experience supporting iOS, Android and Windows CE devices
• Must have experience with common MDM solutions. Airwatch experience is a plus
• Must have experience building, organizing and administering device profiles
• Experience with Avalanche and Ground Control is a plus
• Experience using DEP (Apple) or KNOX/Rapid Deploy (Android)
• Retail industry experience is preferred but not required
• Demonstrated ability to read and understand technical documentation
• Ability to effectively and expeditiously diagnose and troubleshoot variety of mobile device issues
• Helpdesk and end user support experience is a plus
• Experience with RF thermal printers is a plus (not required)
• Able to work effectively with minimal supervision
• Able to own issue resolution from diagnosis to closure
• Excellent written and verbal communication skills and strong knowledge of Microsoft and Google ("GSuite") office productivity software
• Ability to create easy to follow SOPs for mobile device troubleshooting and replacements
• General familiarity with remote management and monitoring tools beyond MDM is a plus
• Experience with hardware troubleshooting at the component level is a plus
• Limited travel (10-20%) may be required
• Ability to work occasional weekend shifts

• Participate in chainwide mobile device refresh and rollout projects
• Help manage and support end‑user mobile ticket queues, bringing issues to resolution within defined SLAs
• Primary focus will be on level 2 support with limited level 1 involvement as needed
• Work closely with 3rd‑party vendors on repairs, RMA’s and inventory management
• Create user‑level and help‑desk documentation, canned responses and SOPs to increase self‑service, shift‑left resolution process and overall ticket reduction
• Provide reports on a weekly basis to management
• Manage seed‑stock inventory of devices to ensure proper inventory levels are maintained
• Ensure full compliance with corporate policies, procedures and security standards
• Assist with distribution and testing of security patches for mobile devices to maintain compliance
• Work closely with other IT groups to support ongoing tasks, issues and projects
• Work closely with IT vendors to support ongoing issues from tickets
• Follow the full life cycle of the product development process
• Monitor adherence to vendor contract and service level agreements
• Work in an on‑call rotation amongst team members

Benefits package for all eligible full‑time employees (including medical, dental and vision). An amazing employee discount and other exciting perks.

Be part of an empowered, innovative team; work with an adventurous spirit and a customer‑centric mindset.

Exposure to rewarding career advancement opportunities across different functions within our corporate offices, retail stores, photo studios, and distribution centers.

Culture that promotes a flexible work environment.

We believe that our differences not only make us stronger, but also guide our evolution and future growth.

All associates are expected to create an inclusive environment free from harassment, discrimination, and bullying.

Together, we celebrate, advocate for, and learn from our colleagues, customers and communities to create the best environment to shop and work for all.