Job Overview:
Responsible for providing remote and on-site technical support and management including deployment of Instant Language Assistant (ILA) device made up of 2 Android tablets running language translation software that is supported via a Mobile Device Management (MDM) system. In coordination with the vendor, responsible for ensuring all language translation devices are connected, functioning efficiently and securely, including supporting end-users with resolving issues, and providing hands-on use of the language translation device.

Key Responsibilities:
User Experience: A professional that is dedicated to engaging with customers by providing guidance, solving issues in a timely and accurate fashion, and ensuring a positive experience when using the language translation device.

Training & Hands-on Demonstrations: Assist in training and providing hands-on demonstrations for using the language translation device.

Mobile Device Management: Support the administration and configuration of mobile device management (MDM) solutions (e.g., Microsoft Intune, VMware AirWatch, MobileIron, etc.) to ensure secure and efficient management of language translation device.

Technical Support: Provide tier 1 and 2 support for language translation Android tablet device and Android cellular device, including troubleshooting hardware and software issues, resolving connectivity problems, and handling device setup and configuration. Work closely with other IT team members and departments to resolve complex issues and improve overall language translation device management practices. After hours emergency calls as occur.

User Assistance: Assist department users with language translation tablet or cellular device onboarding, apps, updates, and other technical and support needs.

Security Compliance: Assist with ensuring that all language translation devices comply with security policies and procedures, including encryption, VPN access, and remote wipe capabilities.

Documentation: Maintain accurate records of device inventory, configurations, and support tickets. Create and update knowledge base articles and support documentation as needed.

Soft Skills: Customer-oriented approach, strong problem-solving abilities, clear and concise communication to present technical and complex issues in easy to understand terms.

Collaboration Skills: Collaborate with the Diversity Equity and Inclusion (DEI) Office to provide technical support for the implementation of translation devices. Assist as needed in the development of training programs to educate staff on the language translation technology. Communicate effectively with the DEI office to promptly notify and hand-off any non-technical tasks related to the translation device based on the defined roles and responsibilities.

Job Requirements

Qualifications:
Education: Associate degree in Information Technology, Computer Science, or a related field; or equivalent work experience.

Experience: Minimum of 2 years of experience in Android mobile device support and MDM administration.

Technical Skills: Proficiency with MDM platforms (e.g., Intune, AirWatch), mobile operating systems (iOS, Android), and troubleshooting techniques.

Certifications: Relevant certifications (e.g., CompTIA A+, Apple Certified Support Professional, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

Driver's License: Valid AZ driver's license. Position requires driving to city buildings that are located throughout the City of Chandler.

Desired Skill: Multi-lingual.