Help Desk Support / Mobile Device Administrator at The Singing Machine Company

Newtown, Connecticut, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help Desk Support, Mobile Device Management, Technical Support, ERP Support, Device Configuration, Troubleshooting, Security Compliance, Documentation, Vendor Coordination, Customer Service, Problem Solving, Communication, Analytical Skills, Time Management, Multitasking

Industry

Description

Description About Us Established in 2001, MES is the nation’s largest provider of PPE, fire apparatus, uniforms, and services to first responders. With over 25 locations, MES is the most trusted source of equipment and service for firefighters, law enforcement, and EMTs. Our dedicated team of over 300 sales representatives and certified service technicians allows us to bring unparalleled quality and service to our industry. MES supports its customers with innovative digital commerce solutions and a nationwide warehousing system with three strategically located hubs that carry thousands of products representing the best brands on the market. MES offers a great work environment, professional development, challenging careers, and competitive compensation. MES is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. MES will only employ those legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a pre-employment screening. Job Description: We seek a dedicated onsite Help Desk Support Specialist/Mobile Device Administrator candidate to support our Help Desk team and manage our company's mobile phones, landlines, and tablet devices. The ideal candidate will be crucial in maintaining user satisfaction and productivity by addressing and resolving IT problems promptly and effectively. Key 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. Qualifications: Proven experience in a similar role managing and supporting mobile devices, preferably in a help desk or customer support role. Strong knowledge of mobile devices, operating systems, and device management software. Excellent problem-solving and analytical skills with the ability to diagnose and resolve technical issues related to hardware, software, network-related issues, and device management. Ability to stay organized and manage multiple tasks simultaneously. Strong verbal and written communication skills, with the ability to 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. Requirements Qualifications: 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. Benefits: 401(k) and company match Paid Holidays Annually Dental Insurance Disability insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid Time Off Vision insurance Schedule: 8-hour shift Monday to Friday No weekends Ability to commute/relocate: Sandy Hook, CT 06482: Reliably commute or planning to relocate before starting work (Required) Experience: Microsoft Office: 2 years (Required) NetSuite: 1 year (Preferred) Help desk: 3 years (Required) Mobile device management: 3 years (Required) Work Location: In person

Responsibilities

The Help Desk Support Specialist/Mobile Device Administrator will provide technical support to end-users and manage mobile devices. Responsibilities include troubleshooting IT issues, configuring devices, and ensuring compliance with security policies.