IT Operational Support

<Job Summary>

1. Provide first-level support for department-issued iPads, including setup, configuration, updates, and app installation

2. Enroll and manage iPads through the department’s Mobile Device Management (MDM) platform

3. Troubleshoot common iPadOS issues (connectivity, restrictions, Apple ID issues, app failures, etc.)

4. Assist end users with device functionality, email configuration, and approved departmental applications

5. Perform device provisioning, resets, wipes, imaging, and replacements following department processes

6. Document tickets, workflows, and device activity within the IT service management system

7. Assist with hardware logistics such as receiving, tagging, inventorying, and retiring equipment

8. Provide general Help Desk support for Windows devices, Office 365, password resets, and user onboarding

9. Learn and assist with installation, setup, updates, and basic troubleshooting of department Vehicle Diagnostic Software under guidance from senior staff

10. Follow all IT security, data handling, and device configuration standards

11. Provide basic support for the Divisions’ Fleet Management System

12. Must have transportation to provide support to other DGS locations in the County

13. Working hours will be approximately 11:00 AM – 7:30 PM

Experience:

• help desk or technical support: 3 years (Preferred)
• knowledge of iOS/iPadOS/mobile device functionality: 3 years (Preferred)
• asset management systems or inventory tracking tools: 2 years (Preferred)
• MDM concepts and experience with any MDM platform: 3 years (Preferred)
• Strong communication skills and customer-service mindset: 3 years (Preferred)

Location:

• Rockville, MD 20853 (Preferred)

Work Location: In person