Empath Health is currently seeking an onsite Mobile Device Administrator to join our team. The Mobile Device Administrator supports the daily activities associated with access for all mobile devices, including monitoring and optimization of related costs.Areas of responsibility include, but are not limited to: development and support of mobile applications for a HIPAA regulated environment that allows access to Agency and PHI information through mobile devices.This role requires a high degree of communication/interaction with end users and outside vendors/consultants. In addition, the Mobile Device Administrator must consistently display good judgment and have effective interpersonal communications. Confidentiality and discretion are required consistently.JOB DUTIES/RESPONSIBILITIES:
Manage, maintain, support, troubleshoot and optimize mobile solution presently in place while making suggestions and adjustments to future needs.Responsible for carrier account management, service provisioning and support of AP department regarding billing issues resolution.Manage, test, and provision mobile applications, profiles, and policies.Frequently meet with IT Staff and other departments to gather business and system requirements.Demonstrate customer focus; building strong customer relationships.Change oriented - actively generates process improvements; supports and drives change, and confronts difficult circumstances in creative ways.Guide selection process, configure, implement and train Agency staff on new mobile devices, including IOS, Android and related devices.Oversee and manage procurement of mobile devices, cellular plans, features, services, device inventory and maintain support documentation.Participates in testing new software releases and/or policy changes within the MDM.Maintain accurate record keeping of assigned and loaner device inventory. Audit device inventories to ensure carrier record, HR and MDM conformity.Assist end users via telephone, in person support and e-mail, with a wide range of questions, problems and requests with their mobile device needs.Monitor and track incidents and trouble calls in ticketing system.Recognize high priority tickets and take action within the expected response time.Update all assigned tickets capturing troubleshooting activities and resolution.Resolve escalations and handle support requests as well as take ownership of product issues and ensure closure is achieved.Securely distribute enterprise applications and corporate documentation to mobile devices.Train end users on mobile device technology.Maintain security awareness for iOS, Android platforms.Create, deploy and maintain security and device management policies.Review and recommend improvements for mobile device strategy to improve system performance and availability.Keep abreast of industry developments regarding new products and enhancements to products and services.Work on other projects or assignments, as needed.Assists with wireless carrier inquiries, plan changes, service support, etc.Document the Agency's MDM infrastructure and keep documentation updated as business needs and application deployments change.Manage roll outs of new devices and applications.Work with technical staff to understand and resolve problems.Interface with other technology groups to coordinate workstation hardware, software, and application capabilities.Provide technical support and troubleshooting expertise to all levels of staff.Maintain up-to-date documentation and follow best practices in application and system environments.Accept and perform other duties as assigned. The statements contained in this job description are not necessarily all-inclusive; additional duties may be assigned and requirements may vary from time to time.POSITION QUALIFICATIONS/REQUIREMENTS:
- Education and/or Experience: Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
- Demonstrated proficiency or experience with supported operating systems, the Microsoft Office product suite as well as enterprise applications (e.g., document management, CRM, etc.).
- Experience with Microsoft's Active Directory preferred.
- Ability to work off hours when needed. Availability to work later than end of shift or come in earlier if required.
- Technical troubleshooting and hands-on experience with iOS and Android devices is required.
- In-depth knowledge of mobile device troubleshooting methods - both client and server-side is required.
- Experience with: Exchange ActiveSync, iOS and Android devices.
- Ability to perform end user training on iOS and Android device technology.
- Understanding of at least one enterprise-level mobile device management application such as Good for Enterprise, AirWatch, BES or MaaS360 is preferred.
- A highly motivated, a self-starter who is able to work independently as well as part of a team.
- Excellent organization and time management skills; ability to prioritize and work concurrently on a variety of projects and follow-thru to completion.
- Superior customer service, interpersonal (in person and over the phone) and problem solving skills.
- Ability to keep confidential any information, observations or viewpoints regarding Agency personnel and clients.
- Certifications:
- Certificate from an approved technical/computer school (or equivalent experience) and/or 3 years of computer-related experience.
- A Plus and/or networking certifications preferred.
Empath Health values diversity as it strengthens our community and care. We embrace the diversity of cultures, thoughts, beliefs and traditions of our employees, volunteers and people we are honored to serve across our network. Our diverse staff reflects our community and each day, we work to be respectful, sensitive and competent with each other and those in our care. In every journey, we are dedicated to achieving comfort, dignity and exceptional care. Those of all backgrounds are welcome and encouraged to apply with us or seek our care and services.Our commitment to patient, client, staff and volunteer safety is a cornerstone of a High Reliability Organization with a focus on zero harm. Participation in the seasonal influenza program is a condition of employment and a requirement for all Empath Health employees.Providing compassionate, full life care is an honor we take seriously at Empath Health. Join our team and make a positive impact in the community!