Mobile Device Support Analyst

Are you looking for an opportunity to advance your career while working with an extraordinary team? At Merakey, we put heart and soul into everything we do. We are seeking a Mobile Device Support Analyst to support our team.

Shift: Monday-Friday 9am-5pm


Location: 620 Germantown Pike, Lafayette Hill, PA 19444

Position Details:

The Mobile Device Support Analyst is integral to maintaining the smooth operation of mobile technology within an organization. Their expertise ensures that employees can rely on their mobile devices to perform their duties efficiently and securely. This position involves troubleshooting, support, and maintenance of various mobile devices including smartphones, iPads, and other portable technology. This role requires a combination of technical knowledge, problem-solving skills, and excellent communication to succeed. The analyst will be responsible for managing device configurations, security settings, and software updates.
The Mobile Device Support Analyst will:

• Answer and respond to inbound calls, emails, escalations or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle/route accordingly to the satisfaction of the customer.
• Configure, deploy, and manage mobile devices such as smartphones and tablets for employees. Ensure that devices are set up correctly and functioning as intended.
• Provide technical assistance to employees experiencing issues with their mobile devices. Diagnose and resolve hardware and software problems efficiently.
• Install and manage software updates on mobile devices to ensure they are up-to-date with the latest security patches and features.
• Implement and maintain security protocols on mobile devices to protect sensitive information. This includes configuring encryption, remote wipe capabilities, and other security measures.
• Maintain an inventory of all mobile devices within the organization. Track the issuance, return, and disposal of devices.
• Create and update documentation related to the setup, usage, and troubleshooting of mobile devices.
• Provide training for employees on the best practices and efficient use of mobile devices.
• Work with vendors to manage device procurement, warranties, and repairs.

Benefits

Merakey offers generous benefits that promote well-being, financial security, and work-life balance, including:

• Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
• Retirement plan -- both pre-tax and Roth (after-tax) options available for employee contributions.
• DailyPay -- access your pay when you need it!
• On the Goga well-being platform, featuring self-care tools and resources.
• Access Care.com for backup childcare, elder care, and household services.
• Confidential counseling, legal, and financial services through our Employee Assistance Program (EAP).
• Tuition reimbursement and educational partnerships.
• Employee discounts and savings programs on entertainment, travel, and lifestyle.
• Access to Pryor Online Learning for free online personal development classes.

Learn more about our full benefits package -

About Merakey

Merakey is a non-profit provider of developmental, behavioral health, and education services. More than 8,000 employees provide support to nearly 40,000 individuals and families throughout 12 states across the country each year. Click here to watch a video about Merakey.

Merakey strictly follows a zero-tolerance policy for abuse.

Merakey is proud to be an Equal Opportunity Employer! We deeply value diversity and do not discriminate on the basis of race, religion, color, national origin, ethnic background, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or disability status. Moreover, we are committed to creating teams that reflect the diversity of the communities we serve and encourage applicants from underrepresented backgrounds to apply. Merakey welcomes all Veterans to apply!

• Minimum 3 years experience in mobile device support or IT support.
• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

The ideal candidate will possess:
• Proficiency in mobile operating systems such as iOS and Android.
• Demonstrated experience with mobile device management (MDM) solutions. (MobileIron and InTune)
• Strong analytical and troubleshooting skills to resolve device issues promptly.
• Excellent verbal and written communication skills to effectively assist and train employees.
• Attention to detail to ensure devices are configured accurately and securely.