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MES Life Safety · 2 days ago

Help Desk Support / Mobile Device Administrator

Hallandale Beach, FL

Full-time

Onsite

Entry, Mid Level

2+ years exp

MES Life Safety is the nation’s largest provider of PPE, fire apparatus, uniforms, and services to first responders. They are seeking a dedicated onsite Help Desk Support Specialist/Mobile Device Administrator to support their Help Desk team and manage mobile devices, ensuring user satisfaction and productivity through prompt IT problem resolution.

Information TechnologyPublic SafetyService Industry

No H1B

Responsibilities

Technical Support: Support and assist end-users, resolving their IT-related issues and ensuring smooth operation of computer systems, software, and devices

ERP Support: Handle first-line support for the company ERP, triage tickets, perform basic troubleshooting and user setup, resolve data/print issues, record fixes, and escalate when needed

Device Configuration: Responsible for setting up, supporting, and administering the accounts associated with each device group. Assist end-users with the initial setup, configuration, and installation of mobile devices, ensuring they are connected to the appropriate networks and synced with relevant applications and accounts

Provide prompt and effective technical support to end-users and troubleshoot and resolve issues related to mobile devices, including hardware, software, and connectivity problems

Maintenance and Updates: Ensure mobile devices are regularly updated with the latest firmware, operating system updates, security patches, and other necessary software updates

Security and Compliance: Implement and enforce mobile device security policies and procedures to ensure compliance with organizational guidelines and industry regulations

Conduct regular audits to ensure devices and systems function optimally and securely. Stay up to date with the latest mobile technology trends and make recommendations for hardware and software upgrades

Continuous Improvement: Identify opportunities for process improvement and propose and implement solutions to enhance the efficiency and effectiveness of the help desk support services

Vendor Coordination: Liaise with mobile device vendors and service providers to troubleshoot device-specific issues, escalate problems as necessary, and facilitate warranty repairs or replacements

Documentation and Reporting: Maintain accurate records of device and plan assignments, support requests, resolutions, and troubleshooting steps. Prepare regular reports on telecom-related issues and trends, highlighting recurring problems and suggesting potential improvements

Other tasks and duties as assigned: Perform additional related responsibilities including cross-coverage, special projects, temporary reassignments, and after-hours incident response as reasonable and necessary to meet business needs

Scope flexibility: Duties are not limited to the items listed above and may be modified, expanded, or re-prioritized over time (e.g., new systems, processes, or locations) consistent with the role and qualifications

Qualification

Mobile device managementHelp desk supportProblem-solvingDevice management softwareHelp desk ticketing systemsCommunication skillsMultitaskingRemote support toolsCustomer-focused approachOrganizational skills

Required

2-3 years of proven experience in a similar role managing and supporting mobile devices, preferably in an IT help desk or customer support role

Strong knowledge of mobile devices, operating systems, and device management software

Excellent problem-solving skills with the ability to troubleshoot technical issues, including hardware, software, network-related issues, and device management

Strong communication skills, with the ability to easily explain technical concepts to non-technical users

Ability to stay organized and manage multiple tasks simultaneously

Excellent problem-solving and analytical skills with the ability to diagnose and resolve technical issues effectively

Strong verbal and written communication skills, with the ability to easily explain technical concepts to non-technical end-users

Customer-focused approach with a patient and empathetic attitude toward end-users

Ability to multitask, prioritize, and manage time effectively in a fast-paced environment

Proficiency in using help desk ticketing systems and remote support tools

Ability to lift/move up to 40 lbs. valid driver's license for inter-site support

Microsoft Office: 2 years (Required)

Help desk: 3 years (Required)

Mobile device management: 3 years (Required)