Mobile Device Specialist I
About The Position
The Mobile Device Specialist I provides technical and customer support for mobile devices including smartphones, tablets, and related applications. Works directly with clients to coordinate device selection, procurement, deployment, training, and ongoing support. Delivers high-quality customer service while supporting mobility operations, inventory management, and mobile communication services across the organization. The Mobile Device Specialist I Provides excellent customer service and frontline support for mobile devices, related software, and mobility services. Troubleshoots mobile device issues and escalates problems as appropriate; communicates resolutions to users and documents all actions taken. Maintains inventory, asset records, and documentation for mobile devices and applications with limited supervision. Manages mobility user accounts, including creating, modifying, and removing accounts as needed. Monitors and processes mobile number porting requests and queue activity to ensure timely completion. Participates in approved projects with minimal supervision and ensures assigned tasks meet timelines, priorities, and quality expectations. Reports project progress, issues, and risks to management as required. Provides training and assistance to clients and Technology Services staff on the use and operation of mobile devices. Manages and monitors wireless accounts owned by Carilion and supports initiatives to enhance mobile communication services. Assists in determining appropriate par levels of mobile devices to support rapid deployment needs. Documents and communicates service processes, procedures, and standards to the user community as applicable. Researches emerging mobile device technologies and submits recommendations to support corporate standards. Develops and maintains technical documentation for help desk reference materials and end-user training. Provides on-call support and works occasional irregular hours as required to support business needs. Travels locally to Carilion facilities and supports mobility services across multiple locations; overnight travel may be required on occasion.
Requirements
- Associate degree in computer science, communications/electronics, or related field experience may be considered in lieu of degree.
- 1 year of experience in customer service, technical support, or end-user device support required; experience supporting mobile devices and IT hardware and software preferred.
- Apple Service Fundamentals certification required
- Excellent customer service skills required
- Strong organizational skills required
- Dependable and detail-oriented required
- Ability to understand and communicate effectively in English required
- Ability to stay current on required policies and procedures required
- Ability to complete and maintain a minimum of 16 hours of relevant continuing education annually required.
Nice To Haves
- ACiT iOS certification
- AppleCare Mac Technician certification
- CompTIA Network+
- CompTIA A+
Responsibilities
- Provides technical and customer support for mobile devices including smartphones, tablets, and related applications.
- Works directly with clients to coordinate device selection, procurement, deployment, training, and ongoing support.
- Delivers high-quality customer service while supporting mobility operations, inventory management, and mobile communication services across the organization.
- Provides excellent customer service and frontline support for mobile devices, related software, and mobility services.
- Troubleshoots mobile device issues and escalates problems as appropriate; communicates resolutions to users and documents all actions taken.
- Maintains inventory, asset records, and documentation for mobile devices and applications with limited supervision.
- Manages mobility user accounts, including creating, modifying, and removing accounts as needed.
- Monitors and processes mobile number porting requests and queue activity to ensure timely completion.
- Participates in approved projects with minimal supervision and ensures assigned tasks meet timelines, priorities, and quality expectations.
- Reports project progress, issues, and risks to management as required.
- Provides training and assistance to clients and Technology Services staff on the use and operation of mobile devices.
- Manages and monitors wireless accounts owned by Carilion and supports initiatives to enhance mobile communication services.
- Assists in determining appropriate par levels of mobile devices to support rapid deployment needs.
- Documents and communicates service processes, procedures, and standards to the user community as applicable.
- Researches emerging mobile device technologies and submits recommendations to support corporate standards.
- Develops and maintains technical documentation for help desk reference materials and end-user training.
- Provides on-call support and works occasional irregular hours as required to support business needs.
- Travels locally to Carilion facilities and supports mobility services across multiple locations; overnight travel may be required on occasion.
Benefits
- Comprehensive Medical, Dental, & Vision Benefits
- Employer Funded Pension Plan, vested after five years (Voluntary 403B)
- Paid Time Off (accrued from day one)
- Onsite fitness studios and discounts to our Carilion Wellness centers
- Access to our health and wellness app, Virgin Pulse
- Discounts on childcare
- Continued education and training
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
