TelaForce, a Titan Technologies company, is seeking a IT Support Technician to join our Enterprise Applications Team. In this role, under the supervision of the Network and Infrastructure Operations Manager, you will be responsible for supporting deployment and management of a fleet of mobile learning devices running iPadOS, iOS, and others in an educational environment. The successful candidate will have demonstrated experience providing mobile device management, setup, and configuration, centralized deployment and updates of licenses and applications, customizing and maintaining an application catalog in an educational environment.
Duties & Responsibilities: - Perform Apple mobile device fleet provisioning, configuration, testing, deployment, and troubleshooting using Apple School Manager (ASM) and MDM and endpoint management solutions such as Mosyle or MS Intune.
- Perform new device setup and enrollment, and application deployment.
- Maintain and enforce mobile device security via MDM web filtering and security controls.
- Help maintain mobile device physical inventory through:
- Daily ITSM work order tickets
- The physical scanning of inventory during asset refresh cycles
- Performing physical scans of inventory at customer sites as needed
- Support Field Operations desk-side support staff in resolving more complex Break/Fix and Move-Add-Change tickets for hardware replacement, connectivity troubleshooting, re-imaging and software troubleshooting and warranty part ordering.
- Perform Tier 2 support to update and resolve assigned mobile device support incidents/tickets as directed.
- Escalate asset management and desk-side support tickets to the appropriate support staff or service group when necessary.
- Support asset refresh projects by coordinating collection and deployment locations, times, and duties as created by the Asset and Field Operations Manager.
- Lead creation of import and disposal data files for computer refresh projects to be imported into the CMDB.
- Adhere to Service Level requirements and performance targets while providing high quality customer service.
- Report and coordinate changes in configurations to the Asset and Field Operations Manager and other departments as appropriate.
- Adhere to all customer, company, and departmental policies.
Required Qualifications: - High School Diploma or GED
- Minimum 3 years of experience configuring, deploying, and performing remote system management of Apple iPads and other mobile devices in an educational enterprise.
- Proficiency Apple and 3rd party MDM solutions including Apple School Manager and Mosyle.
- Demonstrated experience with ITSM practices and use of Help Desk software and databases.
- Excellent verbal and written communication skills.
- Exceptional interpersonal skills to handle multiple open issues and interface with customers at all levels with urgency, attention to detail, and great enthusiasm.
- Ability to pass pre-employment background check and drug-screening
- Ability to pass Level 2 Background Check per contract requirements
It's GREAT if you also have: - B.S. in Information Technology or related discipline
- Knowledge of ITIL and IT Asset Management best practices
- MCDSTA+ certification
- A+ certification
- Microsoft Certified Professional
- Dell certified technician
- Apple certified technician
Company Description: Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team.
Titan is proud to be a Service Disabled Veteran Owned Business
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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