Mobile Device Help Desk Analyst

About DMI

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100 employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

About the Opportunity

DMI (Digital Management, LLC.) is looking for Mobile Device Helpdesk Engineer / Telecom Support Specialists

 Responsibilities of all personnel:

• Responsible for managing all  Wireless Accounts including, but not limited to, equipment, activations/changes to data plan, and User Acknowledgement forms for all  end users.
• Responsible for activating new user accounts and performing initial setup for email, calendar, contacts, etc.
• Responsible for maintaining all wireless databases, inventories, audits, supplies, accessories, Employee Acknowledgement forms, and adhering to all related State policies and procedures. 
• Responsible for processing and distributing all end users’ wireless invoicing and personal usage summary.
• Hold quarterly inventory meetings to fully review and reconcile outstanding invoice processing issues, TSR queue, User Acknowledgement forms, and other processes assigned.
• Coordinate with  Leadership and Telecommunications vendors quarterly to review new products, rate plans, and eligible upgrades.
• Provide technical assistance for all wireless equipment.
• Other job-related duties as assigned.

Responsibilities of Supervisor, in addition to above:

• Provide clear day-to-day direction to staff.
• Point Of Contact (POC) to handle day-to-day work related issues.
• Identify and provide training as needed.
• Provide regular or as-needed updates/reports to MTA - IT Department Manager.
• Ensure all Telecommunication Service Requests (TSRs) are handled in a timely manner.

Qualifications

Education: A Bachelor's Degree preferred

Physical Demands:

Work is performed in normal office settings and at users' work sites. When at users' sites, the work may involve exposure to electrical wires and outlets, and safety procedures must be strictly followed. The work may require moving computers and printers weighing up to 50 pounds. Employee may need to occasionally work at other locations and may need to use a state or personal vehicle, as necessary. 

Equipment Used:

In most cases, a state issued computer will be the team members’ main tool for daily job performance. In addition, a hand-held mobile device (smart phone) is also required for this position. Hand tools may occasionally be necessary to repair hardware.

Location: Baltimore, MD

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Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

                                                            ***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.