Mobile Device Help Desk Analyst

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

DMI, LLC is seeking a Mobile Device Help Desk Analyst to join us.

Duties and Responsibilities:

Responsible for managing all Wireless Accounts including, but not limited to, equipment, activations/changes to data plan, and User Acknowledgement forms for all end users.
• Responsible for activating new user accounts and performing initial setup for email, calendar, contacts, etc.
• Responsible for maintaining all wireless databases, inventories, audits, supplies, accessories, Employee Acknowledgement forms, and adhering to all related State policies and procedures.
• Responsible for processing and distributing all end users' wireless invoicing and personal usage summary.
• Hold quarterly inventory meetings to fully review and reconcile outstanding invoice processing issues, TSR queue, User Acknowledgement forms, and other processes assigned.
• Coordinate with Leadership and Telecommunications vendors quarterly to review new products, rate plans, and eligible upgrades.
• Provide technical assistance for all wireless equipment.
• Other job-related duties as assigned.
• Provide clear day-to-day direction to staff.
• Point Of Contact (POC) to handle day-to-day work-related issues.
• Identify and provide training as needed.
• Provide regular or as-needed updates/reports to MTA - IT Department Manager.
• Ensure all Telecommunication Service Requests (TSRs) are handled in a timely manner.

Education and Years of Experience: a Bachelor's Degree preferred

Additional Requirements:

• Physical Demands:
  • Work is performed in normal office settings and at users' work sites. When at users' sites, the work may involve exposure to electrical wires and outlets, and safety procedures must be strictly followed. The work may require moving computers and printers weighing up to 50 pounds. Employee may need to occasionally work at other locations and may need to use a state or personal vehicle, as necessary.
• Equipment Used:
  • In most cases, a state issued computer will be the team members' main tool for daily job performance. In addition, a hand-held mobile device (smart phone) is also required for this position. Hand tools may occasionally be necessary to repair hardware.

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: None required for this position.

Location: Baltimore, MD

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.