Mobile Device Technician

Recruitment #210920-UNCB-202

Introduction

A resume and cover letter must be submitted with your application.

The Office of Management and Enterprise Services (OMES) is dedicated to providing excellent service, expert guidance, and continuous improvement in support of our partners’ goals. We are a highly-qualified workforce committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible. Achieving this mission takes a collaborative, agile, respectful team with humble leaders who make a difference and get things done. 

For more information about OMES, please visit our website.  

OMES is seeking a full time Mobile Device Technician for the Information Services Division. This is an unclassified position in state government, located in Oklahoma City.  OMES offers a comprehensive Benefits Package, including a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.  For more information about the benefit allowance [click here]. The annual salary for this position is up to $55,000.00 based on education and experience.

The Mobile Device Technician will be responsible for assisting users with mobile devices. The objective of the Mobile Device (MD) Technician is to provide technical guidance and in person Customer Service Support for all mobile, wireless and radio devices in the enterprise environment. The MD Technician will be responsible for working with the MDM Security Team to troubleshoot and assist end users. This role will provide end user troubleshooting, training and technical writing to support all State agencies, in addition to following security and industry best practices, processes and procedures, including documentation and testing standards before deployment.

Position Responsibilities
• Customer Service in support of all mobile devices for employees statewide
• Working with Apple Business Manager, Microsoft Intune/Microsoft Endpoint Manager related to Customer Service Support
• Work closely with the IT Security Team to ensure adherence to security requirements
• Monitors for and remediates deviations from configuration standards
• Research and resolve a wide variety of technical issues and participate/lead problem resolution efforts
• Identifies opportunities to improve IT services and, in collaboration with the team, executes on those opportunities
• Create and update technical documentation as it relates to end user devices
• Create, document, and follow testing standards using industry best practices
• Helps lead research and develop new technology, tools, and scripts to support desktop computing and the end-user desktop experience
• Testing of new wireless technologies
• Act as technical lead for new wireless mobile technologies, working with staff in testing, documenting, training, and coordinating efforts
• Inventory control of new hardware, hardware replacement, or hardware return requests; add, change, or deletion of service requests, and department projects
• Develop and recommend updated operational processes to supervisor
• Provide proactive involvement with on-going performance analysis to help diagnose issues and failures in cellular systems
• Conduct testing of mobile devices to assist in problem identification and resolution between various multi-tiered networks (general wireless user’s connectivity via computer network to email, and cellular networks)
• Collaborate with Engineers on system concerns, such as outages and wireless network interferences
• Conduct regular audits of devices in field, inventory, and track devices sent in for RMA
• Other duties as assigned

Physical Demands and Work Environment
• This position works in a comfortable office setting with a computer for a large percentage of the workday. The noise level in the work environment is usually mild. Occasional travel may be required. 

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Information Technology related field or documented equivalent experience
• 3 years customer service and technical experience required
• Prior experience or knowledge of Microsoft Endpoint Manager, InTune, and Apple Business Manager
• Understanding of Active Directory; including replication, GPO, and DNS
• Able to work effectively under deadlines in a fast-paced, changing environment
• Strong analytical, troubleshooting, and problem-solving skills
• Team player with excellent verbal and written communication skills
• Exceptional organizational skills and attention to details

Preference will be given to candidates who possess
• Three years of experience in utilizing endpoint management tools and systems in an enterprise environment
• Three years of customer service experience in a Technical Role
• iOS, Apple ICloud, and Apple ID experience preferred
• Ability to communicate technical concepts to non-technical personnel
• Self-motivated with the ability to work with minimal supervision

NOTES

Please read instructions carefully and include all required documents when you submit your application.

No additional information will be accepted after the application has been submitted.

Conclusion

Veteran’s preference points apply only for initial appointment in the classified service.


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View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.