Under the close supervision of the Communications and Mobile Devices Support Section Chief, perform activities in support of DHS operations. This position will assist in the support of 5100 iOS devices. This position will also assist with managing the mobile devices inventory. Duties include supporting DHS staff and the Wisconsin National Guard with their use of DHS issued iPhones and iPads. Other duties include hands-on support of incidents, problems, change and request management for these devices. The position will also assist with enrolling mobile devices in AirWatch and in Cherwell. This position participates in the ongoing service delivery efforts of the Section by communicating, coordinating, and cooperating with other sections and teams within the Department. The incumbent in the position must be focused on customer service and have behaviors which display that attitude.
This position will support the DHS Telecom and mobile devices (iPhone and iPads) for DHS staff, contact tracers, testers, and Electronic Health Records (EHR) at the centers and institutions. The Communications and Mobile Device Support (CMDS) supports over 5100 mobile devices used by DHS staff, Counties staff and the Wisconsin National Guard. A significant work effort is required to get these devices configured and distributed to staff at multiple locations across the state. Now the BITS CMDS team is working on retuned devices as well as inventory and billing issues for mobile and landlines. BITS CMDS staff provide one on one training for each new hire and staff returning to the office. During the return to work devices check, we ensure new users can access all mobile device applications like Outlook, Teams, and Zoom, as well as getting them familiar with the use of the devices. We also ensure activation of our Web Security tool Zscaler. This position will also assist when DHS staff end their assignments and have returned their equipment to be sanitized, inventoried and to be configured to be deployed for the next request
Provide iOS device support and customer services to DHS.
A.1 Assist with identifying and recording in AirWatch and Cherwell all DHS iPhones and iPads for DHS.
A.2 Assist with the ongoing daily support of all iOS devices at DHS using AirWatch and Cherwell to better manage and track all devices.
A.3 Resolve customer’s technical problems, respond to questions, and provide general assistance with desktop product use.
A.4 Escalate problems to next level of technical assistance as required and monitor resolution progress.
A.5 Record problem resolution and actions in the Cherwell Problem Management system and close problems when the problem resolution is implemented.