Mobile Device Specialist

• Add newly received iPads to the MBTA Hardware Asset Management (HAM) system in ServiceNow
• Transmit IMEI and serial numbers to Verizon Wireless for device activation
• Maintain accurate inventory records and tracking spreadsheets
• Update the Verizon Wireless portal with user and device information

Pre-Deployment Activities

• Verify device and user information across ServiceNow, Verizon portal, and tracking tools
• Confirm devices are enrolled in Apple Business Manager (ABM)
• Update hardware assignments across systems (Verizon, Intune, etc.)
• Ensure users are assigned to appropriate Intune groups
• Apply asset tags to devices
• Unbox devices and install protective cases

Deployment Support

• Distribute iPads directly to frontline staff prior to training sessions
• Provide on-site “genius bar” support, including:
  • Immediate troubleshooting and device assistance
  • Answering user questions and providing guidance
  • Assisting with Help Desk coordination for password or MFA issues

Post-Deployment Support

• Provide ongoing support to frontline staff across multiple locations
• Respond to assigned ServiceNow tickets
• Support users via phone, email, and in-person interactions
• Troubleshoot device connectivity, access, and usage issues