Position: Mobility Technician
The Mobility Technician configures, optimizes, and troubleshoots all mobile devices, such as iPads and Chromebooks, within the organization's distributed computing environment. The Mobility Technician works with other technicians and Technology Integrators to make mobile device programs efficient and effective, minimizing the possibility of lost instructional time due to device misconfiguration, outage, and/or failure. This professional works with the Desktop Technician to help support computers and peripherals (such as document cameras and printers) within the organization's Windows-based environment.
The Mobility Technician troubleshoots problem areas (by phone, via email, via work order, or in-person) in a timely, accurate, and courteous fashion, helping to promote a positive image for technology initiatives, the Technology Services department, and Christian Academy School System as a whole.
The candidate shall possess characteristics that reflect:
The ideal candidate shall possess:
3+ years of relevant work experience (or equivalent), working with Mobile Device Management (MDM) solutions.
Experience configuring and deploying iOS devices and Chromebooks in an enterprise environment.
Previous experience in customer service, ideally in an environment serving teachers.
Ability to read and understand technical manuals and procedural documentation.
Ability to present ideas in clear, concise, user-friendly language.
Excellent organizational skills; high level of attention to detail, effective interpersonal skills and relationship-building skills.
Ability to find an answer when it is not immediately obvious.
One or more current industry certifications, such as Google, CompTIA, ISC2, Microsoft, Cisco.
Accountabilities / Responsibilities
Perform on-site analysis, diagnosis, and resolution of complex mobile device problems for end-users, as well as occasional off-site repair for remote users as needed.
Configure and deploy Chromebook and iOS devices in an enterprise environment.
Automate device deployment/management with Mobile Device Management (MDM) solutions.
Help employees transition from legacy to new equipment with minimal downtime.
Work directly with others to reduce the possibility of lost productivity and instructional time.
Provide support to various customers (students, parents, employees, visitors).
Receive and respond to incoming help desk calls, e-mails, and/or work orders.
Manage customer expectations throughout the lifecycle of their inquiry, request, or incident.
Follow escalation procedures during outages and ensure root-cause analysis.
Engage outside contractors/vendors as appropriate to resolve issues.
Assist with initial preparation and/or periodic revision of written procedures.
Accurately document instances of equipment installation, repair, and removal.
Ability to maintain confidentiality in all aspects of the position.
Ability to work a flexible schedule to include summers and occasional evenings/weekends.
Ability and willingness to participate in a 24/7 on-call rotation (about 1-2 weeks per month)
Ability to travel as needed and on-demand to/from all four campus locations.
Reduced lost instructional time due to device misconfiguration, outage, and/or failure.
Improved collaboration with Technology Integrators to meet the needs of students and teachers.
Enhanced coordination with Technology Integrators to provision devices for instruction.
Timely, accurate, complete resolution of technology and technology-related incidents.
Continuous assessment and improvement/enhancement of services provided.
Positive collaboration with the team to provide efficient optimum operating levels.
This position will be responsible to the Director of Security and Technology.
Christian Academy School System