Desktop Support

• Provide technical support for DHS telecommunications and mobile devices, including iPhones and iPads, utilized by DHS staff and Electronic Health Records (EHR) environments at centers and institutions.
• Support a large mobile device environment consisting of 5,000+ agency and county staff devices.
• Configure, deploy, and distribute mobile devices to users across multiple statewide locations.
• Provide troubleshooting and technical assistance to ensure successful device usage and service availability.

Inventory and Asset Management

• Process returned mobile devices and prepare them for lifecycle management.
• Perform device sanitization, inventory tracking, and device reconfiguration activities.
• Prepare mobile devices for redeployment based on business requirements. a
• Assist with mobile device inventory, asset tracking, and billing management processes.

User Training and Support

• Provide one-on-one training and technical guidance for new employees and staff returning to office environments.
• Assist users with mobile device setup, configuration, functionality, and operational questions.
• Work closely with the CMDS team to deliver timely and effective end-user support.

Device Maintenance and Security

• Assist with operational upgrades and maintenance activities for DHS-issued mobile devices.
• Support operating system updates, patching, and device compliance efforts.
• Help maintain secure mobile environments by reducing risks associated with malware and outdated software.
• Ensure device readiness, availability, and operational reliability.

Working Relationships

• Collaborate closely with the BITS Communications and Mobile Device Support (CMDS) team.
• Provide technical support to DHS employees, county staff, National Guard personnel, and other authorized mobile device users.
• Partner with agency teams to support mobile device deployment, maintenance, recovery, and lifecycle management processes.

• Desktop support experience in enterprise environments.
• Experience supporting mobile devices (iOS/iPadOS), smartphones, and tablets.
• Experience with device configuration, deployment, troubleshooting, and asset management.
• Experience providing end-user technical support and training.
• Knowledge of mobile device security, operating system updates, and patch management.
• Strong customer service, communication, and problem-solving skills.