Mobile Device Help Desk Analyst

DMI•Baltimore, MD

2d•Hybrid

About The Position

DMI, LLC is seeking a Mobile Device Help Desk Analyst to join their team. This role is responsible for managing all wireless accounts, including equipment, activations, data plan changes, and user acknowledgment forms. The analyst will also set up new user accounts, manage wireless databases and inventories, process wireless invoicing, and hold quarterly inventory meetings. Additionally, the role involves coordinating with leadership and telecommunications vendors, providing technical assistance for wireless equipment, and ensuring timely handling of Telecommunication Service Requests (TSRs). The position also includes providing direction to staff, acting as a point of contact for issues, identifying training needs, and reporting to the MTA - IT Department Manager.

Requirements

Must be a U.S. Citizen
Bachelor's Degree preferred
Work may require moving computers and printers weighing up to 50 pounds.
Employee may need to occasionally work at other locations and may need to use a state or personal vehicle, as necessary.
A state issued computer will be the team members’ main tool for daily job performance.
A hand-held mobile device (smart phone) is also required for this position.
Hand tools may occasionally be necessary to repair hardware.
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.

Responsibilities

Managing all Wireless Accounts including equipment, activations/changes to data plan, and User Acknowledgement forms for all end users.
Activating new user accounts and performing initial setup for email, calendar, contacts, etc.
Maintaining all wireless databases, inventories, audits, supplies, accessories, Employee Acknowledgement forms, and adhering to all related State policies and procedures.
Processing and distributing all end users’ wireless invoicing and personal usage summary.
Holding quarterly inventory meetings to fully review and reconcile outstanding invoice processing issues, TSR queue, User Acknowledgement forms, and other processes assigned.
Coordinating with Leadership and Telecommunications vendors quarterly to review new products, rate plans, and eligible upgrades.
Providing technical assistance for all wireless equipment.
Other job-related duties as assigned.
Providing clear day-to-day direction to staff.
Acting as Point Of Contact (POC) to handle day-to-day work-related issues.
Identifying and providing training as needed.
Providing regular or as-needed updates/reports to MTA - IT Department Manager.
Ensuring all Telecommunication Service Requests (TSRs) are handled in a timely manner.