Device Management Technician

About the Role

A Device Management Technician manages the full lifecycle of company end-user devices, ensuring they are properly provisioned, secured, and maintained through endpoint management platforms. This role involves device procurement coordination, imaging, deployment, and retirement, as well as administering Mobile Device Management (MDM) and endpoint management tools to keep devices compliant, patched, and secure. You will collaborate with associates, IT suppliers, and contractors to maintain an organized and audit-ready device fleet while supporting the broader Infrastructure Team on device-related escalations.

Responsibilities

• Device Lifecycle Management
  • Manage end-to-end device lifecycle: procurement coordination, imaging, configuration, deployment, and secure retirement/decommissioning.
  • Maintain accurate IT hardware inventory records, ensuring accountability through check-in/check-out and asset tagging procedures.
  • Coordinate with vendors and suppliers on device orders, warranty claims, repairs, and replacements.
  • Prepare and stage devices in advance of new hire start dates and coordinate collection/redeployment during offboarding.
• IT Support & Problem Resolution
  • Provide first-line response and problem resolution (Levels 1 and 2) for end-users requiring assistance with IT-related issues.
  • Administer and manage the IT Helpdesk Support system, tracking issues to resolution within established benchmarks, updating the knowledge base, and communicating solutions to users and other IT team members.
  • Administer and maintain system user access and permissions: user account profiles, file and share permissions, and install approved software applications on user computers.
• Escalation & Collaboration
  • Work with the Infrastructure team on all escalations and manage communication with end users throughout the process.
  • Work directly with other IT team members, suppliers, and contractors to resolve Level 3 and escalated problems.
  • Act as a liaison between users, IT suppliers, and contractors to facilitate timely problem resolution and support.
• Systems Monitoring & Maintenance
  • Monitor IT systems and applications in collaboration with the Infrastructure team to ensure performance and availability meet established benchmarks, including internet, internal networks, servers, software applications, and mobile data and voice operations.
  • Monitor and ensure all servers and applications are fully patched with applicable updates, with a focus on security patching.
  • Maintain IT hardware inventory records, ensuring accurate inventory control through check-in and check-out procedures.
• Continuous Learning & Professional Development
  • Participate in continuous learning opportunities, including classes, webinars, and certifications, to stay ahead of technology trends and leverage new tools to improve organizational performance.
  • Perform any other duties as assigned or required to support the company's overall operations and objectives.

Requirements

All potential hires are subject to pre-employment checks, including but not limited to background checks, drug screenings, and motor vehicle record checks.

• Two-year associate degree in Information Technology or Computer Science, or a comparable educational degree with 2+ years of appropriate experience.
• Required knowledge and experience in the following systems and applications:
  • Common IT hardware knowledge, networking, industry-standard applications, and best practices, including troubleshooting and setup of printers, desktops, laptops, tablets, and smartphones.
  • Helpdesk/Customer Service environment.
  • Network infrastructure and configurations.
  • Workstation imaging and automated software deployment.
  • Microsoft Solutions: M365, Windows Server 2016-2022, Remote Desktop Services (RDS), Active Directory, GPO, Intune, Entra, Teams (voice/video), M365 & Azure Administration.
  • Operating Systems: Windows 11, Android OS, and iOS.
  • Management Tools and Systems such as mobile device management software (Intune, ManageEngine), VMware applications, remote desktop support (ScreenConnect, RDP), and Manage Engine ServiceDesk+, ADManager+, and Endpoint Central.
• Preferred knowledge and experience in the following systems and applications:
  • Ubiquiti Unifi (Networking, Protect, Access).
  • Microsoft Office (Excel, Word, PowerPoint, etc.).
  • PowerShell.
• Skills:
  • Strong customer service and communication skills, including empathy, listening skills, and the ability to effectively communicate with both technical and non-technical users.
  • High external structure, demonstrating the ability to work independently and self-manage.
  • Ability to collaborate effectively with a remote team.
  • Desire to assist others and a commitment to helping users.
  • Clear oral and written communications.
  • Capability to manage multiple priorities simultaneously and deliver consistent, high-quality results.
  • Great attention to detail and follow-through skills.
  • Understanding of business fundamentals, company culture, and how they interact with technology solutions.
  • Excellent analytical and reasoning skills.
  • Strong organizational and administrative skills.

What You’ll Need for Success

• Willingness to Learn: Passion for IT, adaptable, and business acumen.
• Customer Service: Servant heart/selfless service, empathy.
• Self-Driven: Problem-solving skills.
• Collaboration: Communication, works well under pressure, brings creativity to the role.

Physical Requirements & Working Conditions

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job unless it causes undue hardship.

• This position is classified as sedentary work, requiring the ability to remain stationary for extended periods while occasionally moving within the office to complete tasks.
• Physical demands include the ability to frequently lift and/or move objects weighing up to 10 pounds and occasionally up to 25 pounds.
• Manual dexterity is necessary for computer operation, writing, and handling materials.
• Clear articulation and voice control are essential for effective communication with both internal and external customers via telephone.
• Specific vision abilities essential for this role include close vision, peripheral vision, and the ability to adjust focus.
• The role involves regular interaction with internal and external customers in a dynamic office environment, with occasional exposure to shop environments and associated hazards.
• The individual must effectively manage tight deadlines, shifting priorities, and a high volume of information flow while maintaining professionalism.
• Handling sensitive and confidential information is part of the job.
• Standard office equipment such as laptops and smartphones are regularly utilized, and noise levels typically range from low to moderate.

Travel Requirements: Occasional travel to other offices might be required.