IT Business Partner

This position supports the company's mobile workforce, serving as the Tier 2 mobility support team for approximately 10,000 users with mobile devices including iPhones, iPads, Samsung devices, and other mobile hardware. The primary responsibility is resolving mobility-related tickets and ensuring users remain connected and productive., * Provide Tier 2 help desk support for mobile devices.

• Troubleshoot and resolve issues involving:

• Lost or damaged phones

• Mobile service interruptions

• Device replacements and activations

• Mobile device connectivity and access issues

• Manage and resolve tickets through ServiceNow.

• Support mobile carrier portals such as:

• AT&T

• Verizon

• Assist with device provisioning, activation, and phone swaps.

• Support mobile device management (MDM) environments.

• Participate in the company's transition from a mobile ordering portal to ServiceNow., * Preference for candidates located in or near Malvern, PA, but this is not required

• Candidates can be located anywhere in the U.S.

• East Coast or Central Time Zone preferred

• Standard business hours (approximately 8 AM-5 PM Eastern/Central)

• No travel required

Additional Notes

• The manager is highly motivated to fill the position quickly due to staffing shortages and ticket backlog.
• ServiceNow implementation goes live in approximately two weeks, creating a strong learning opportunity.
• Candidates with solid help desk experience and basic mobility knowledge can be trained on the specific environment.
• If located near Malvern, PA, there may be additional cross-training opportunities with the company's PC Depot and device recycling operations.

Interview Process

• Single 30-minute Microsoft Teams video interview with the hiring manager.

Required Skills * Mobility Support Experience

• Mobile device troubleshooting and support

• Phone activations, upgrades, and carrier portal management

• Help Desk / Desktop Support Experience

• Strong ticket management and customer support skills

• Experience working in a Tier 2 support environment preferred

• ServiceNow Experience

• Creating, managing, and resolving support tickets

• Experience with ServiceNow is highly desired due to the company's upcoming go-live implementation

• Mobile Device Management Knowledge

• Familiarity with managed mobile devices

• Experience with Microsoft Intune is preferred but not required

• General MDM experience is acceptable

• Technical Troubleshooting Skills

• Ability to learn quickly and follow support procedures

• Strong customer-focused problem-solving skills

Nice-to-Have Qualifications

• Experience with:

• Microsoft Intune

• Mobile Device Management (MDM) platforms

• AT&T and Verizon administrative portals

• Previous mobility support or telecom support experience

• Desktop support background with mobile device support responsibilities, Top Skills Identified by Hiring Manager * Mobility support experience

• AT&T/Verizon portal experience

• ServiceNow

• Microsoft Intune or MDM knowledge

• Tier 2 help desk troubleshooting/customer support experience

Ideal Candidate: A Tier 2 Help Desk or Desktop Support professional who has experience supporting mobile devices and carrier services, understands ticketing systems (preferably ServiceNow), and can quickly learn the company's mobile device management processes.