MDM Support Specialist

MDM Support Specialist

Employment Type: Contract (3-6 months to start, ability to be extended long)

Workplace Type: Onsite

Location: Pasadena, CA

Industry: Architecture & Construction

Compensation: $27 - $30 per hour

DUTIES & RESPONSIBILITIES:

• Support the organization's filament center's efforts in imaging, configuring, and deploying mobile devices to company-wide employees


• Operate as a subject matter expert on MDM and phone configuration, including managing and administering our MDM solution (MaaS360)


• Point of contact for customers mobile device issues and support user's mobile device inquiries


• Manage sustainable relationships and trust with internal and external customers through open and interactive communications.


• Provide accurate, valid, and complete information by using the right methods and tools.


• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller.


• Develop technical support documentation to support MDM processes and maintain FAQs and Knowledge Base documentation for MDM solutions and best practices


• Follow communication procedures, guidelines, and policies.


• Take the extra mile to engage customers.


• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller.


• Keeps records of customer interactions and handles customer complaints, provides appropriate solutions and alternatives, and follows up to ensure resolution.


• Build sustainable relationships and trust with customers (end users and field technicians) through open and interactive communications.

REQUIRED SKILLS & EXPERIENCE:

• AS or BS Degree in Information Technology, Information Systems, Computer Science, or related fields


• 1-3 years of experience working in a Desktop Support, Help Desk, or Service Desk Analyst role


• Strong working knowledge of mobile device operating systems and hardware


• Hands-on expeirnece configuring, managing, and administering MDM solutions in a professional setting.


• Knowledge and expeirnece with MaaS360 MDM (preferred) or similar MDM solutions i.e., JAMF, Intune, Kandji, ect. (required)


• Proficient in cloud-based software and ticketing systems for IT


• Experience supporting and troubleshooting modern collaboration platforms such as Zoom, Teams, G-Suite


• Ability to use discretion and confidentiality with sensitive data and information


• Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers.


• Track record of proactively following up on tickets & service desk inquires, ability to effectively solve & provide resolutions to technical problems, and capable of taking end-to-end ownership of tickets & technical problems.


• Proven ability to learn new systems as required to effectively support customer needs.


• Ability to develop a good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.

DESIRED SKILLS & EXPERIENCE:

• BS or AS Degree in Information Technology/Systems, Computer Science, Engineering or related field


• Relevant technical certifications (i.e., CompTIA, Microsoft, MDM certs, ect.)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.