Device Support Analyst Level 2

Must be able to work 5 days on site in Washington, DC Position Summary We are seeking a Mobile / Windows Device Support Analyst II to deliver high-quality technical support across mobile and endpoint environments. This is a Level 2 role requiring strong troubleshooting expertise, ownership of incidents, and the ability to engage directly with clients and stakeholders. The ideal candidate will bring hands‑on mobile device experience (preferably from organizations such as Verizon, Apple, Best Buy, T‑Mobile, AT&T, or similar), combined with enterprise IT support experience in fast‑paced, customer‑facing environments. Key Responsibilities Provide technical support and asset management for mobile devices (iOS, Android) and Windows endpoints in both walk‑up and remote environments Troubleshoot and resolve hardware, software, connectivity, and account‑related issues Manage and support mobile device management (MDM) platforms and device configurations Own incidents end‑to‑end, from identification through resolution, ensuring timely updates and communication Support asset lifecycle management, including provisioning, inventory tracking, and device retirement Utilize ticketing systems (e.g., ServiceNow, Remedy) to log, track, and resolve incidents in accordance with SLAs Serve as an escalation point for complex technical issues and coordinate with vendors, engineering, and product teams Drive vendor escalations and ensure timely resolution of external dependencies Deliver exceptional customer service, maintaining a strong focus on user experience and satisfaction Assist with project coordination activities, including deployments, upgrades, and rollout initiatives Prepare reports and analyze data using tools such as ServiceNow and Excel Continuously develop technical knowledge and stay current with evolving mobile and endpoint technologies Required Qualifications 3‑5+ years of experience in technical support, service desk, or walk‑in support environments Strong background supporting mobile devices (iOS/Android) and Windows systems Prior customer‑facing experience in mobile retail or support environments (e.g., Verizon, Apple, Best Buy, T‑Mobile, AT&T, or similar strongly preferred ) Experience with Mobile Device Management (MDM) and endpoint support Proficiency with ticketing systems such as ServiceNow, Remedy, or equivalent Demonstrated ability to manage technical incidents and escalations independently Solid understanding of Microsoft O365 and basic reporting (Excel) Excellent written and verbal communication skills Strong customer service orientation and relationship management skills Preferred / Desired Skills Experience with enterprise service management frameworks (SLAs, KPIs, XLAs) Exposure to project coordination or project management activities Ability to generate and interpret technical and operational reports Experience working across cross‑functional teams (Engineering, Product, Vendors, Business Stakeholders) Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status. #J-18808-Ljbffr Dexian