Mobile Device Support Specialist

Position Title: Mobile Device Support Specialist

Location: Austin, TX

Position Type: Fulltime

Job Description:

The Mobile Device Support Specialist will be responsible for the comprehensive lifecycle management, deployment, troubleshooting, and support of all company-issued and potentially BYOD mobile devices, ensuring secure and efficient access to enterprise resources. This role demands a strong understanding of mobile operating systems, device management platforms, and enterprise security principles.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for mobile devices (iOS, Android, Windows) via various channels.
• Configure, deploy, and provision new and replacement mobile devices for employees, including enrollment into Mobile Device Management (MDM) platforms.
• Manage devices using MDM platforms (e.g., Microsoft Intune, VMware Workspace ONE), enforcing security policies, managing applications, and ensuring compliance.
• Troubleshoot complex hardware, software, network, and application issues related to mobile devices.
• Enforce mobile security policies, including remote wipe, data encryption, multi-factor authentication (MFA), and access controls.
• Maintain accurate inventory records of all mobile assets.
• Assist with device procurement, contract management with cellular carriers, and expense optimization.
• Create and update documentation including support processes, FAQs, and issue resolutions.
• Educate end-users on mobile devices with best practices and security guidelines.
• Collaborate with cross-functional IT and security teams to ensure seamless integration and operation of mobile services.
• Stay current with industry trends and emerging mobile technologies and security threats.

Qualifications

• Associate or bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 2-3 years of experience in mobile device support or IT help desk roles, preferably in an enterprise environment.
• Hands-on experience supporting iOS and Android mobile devices.
• Strong experience with MDM solutions (e.g., Microsoft Intune).
• Solid understanding of mobile operating systems, Wi-Fi connectivity, VPN configuration, and mobile security protocols.
• Experience with enterprise mobility solutions, including secure email, application distribution, and mobile content management.
• Knowledge of cybersecurity principles, secure mobile configurations, and information security risk management.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication, interpersonal, and customer service skills.
• Ability to work independently and manage multiple tasks and priorities effectively.
• Familiarity with ticketing systems (ServiceNow).