• Corporate Business Systems
  • Orangeburg, SC, USA
  • Salary
  • Full Time

Excellent Benefits

Principal Duties and Responsibilities:

  • Regular circulation of corporate wireless phone directory.
  • Asset control of all mobile devices.
  • Track Assets using MDM solution (Mobile Iron) to work with managers and supervisors to get equipment returned after resource terms or changes.
  • Reconcile active employee or vendor list with asset assignment list
  • Monitor activity as required in MDM solution to determine / identify devices that are idle beyond a reasonable time & inquire with supervision to validate resource is still employed
  • Manage / Support / Maintain MDM solution (Mobile Iron) up to and including regular patch application and upgrades.
  • Review and assemble wireless device requests for management approval
  • Review / Revise applicable policies as needed
  • Configure and deploy new mobile devices to keep up with demand
  • Work with device carriers & vendors to ensure rates and plans are correct
  • Work with device carriers & vendors to ensure billing is correct
  • Service Desk This position has service desk type responsibilities as a role
    • Troubleshoot the end user's issue and resolve upon first contact, when possible.
    • Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.
    • Perform password resets.
    • Provide "how to" assistance on all internally supported devices, applications and systems.
    • Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate.
    • Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
    • Respond to end-user inquiries regarding the status of incident/service requests, and perform follow-ups.
  • Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
  • Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization
  • High school diploma or equivalent (required) / Minimum associates degree (preferred)
  • Computer software and hardware troubleshooting knowledge and experience
  • Previous mobile device management experience (preferred)
  • Previous call center or IT service desk experience (preferred)
  • At least two years experience in a customer service role
  • Knowledge of these systems (preferred):
    • Windows, Android and iOS troubleshooting
    • Apple iOS settings, usage, configuration
  • Excellent customer service skills
  • Strong troubleshooting skills
  • Ability to learn new technology and applications
  • Solid written and verbal communication skills
  • Strong time management skills
  • Mature and self-motivated professional able to work in a fast-paced and constantly changing environment
  • Supervisory Responsibility: No supervisory responsibilities.
  • Travel Requirements: Limited travel may be required.
  • Work Conditions: General office environment


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