Job Title
Customer Support Specialist III (Mobile Devices)
Location
Detroit, Michigan 48226
(On-site at least 1 day per week; additional on-site days may be required based on business needs)
Schedule
Hybrid Onsite
Type
W2 Contract Role – Possible Direct Hire
Pay Range: $32–$35/hour
Summary
Join an IT Services & End User Experience team as a Client Technology Technician supporting enterprise-wide end-user technology operations. This role focuses on mobile device support across iOS and Android platforms while partnering closely with business users to resolve technical issues, improve processes, and deliver excellent customer service. The ideal candidate brings hands-on mobile support experience, strong troubleshooting skills, and a customer-first mindset.
Key Responsibilities
- Provide end-user technology support specializing in iOS and Android mobile devices (iPhone, iPad, and Android devices)
- Diagnose and resolve mobile device hardware and software issues, escalating and participating in Level 2 issue resolution as needed
- Provide maintenance and support for basic client products, peripherals, and network connectivity
- Partner with business users to understand technology needs and deliver effective technical solutions
- Support meetings that require technical assistance, including video conferencing
- Create temporary solutions while long-term fixes are being developed and implemented
- Document solutions to common issues and maintain knowledge base materials
- Provide on-the-spot training to end users as needed
- Support IT inventory and asset management, including tracking and managing devices
- Manage asset inventory and ensure accurate device tracking
- Gather and document research data on vendor products
- Provide feedback on software performance, testing, and development procedures
- Contribute to project and task planning efforts while managing multiple work initiatives concurrently
- Ensure adherence to established Business Continuity and Disaster Recovery policies
Required Qualifications
- Hands-on experience supporting mobile devices using iOS and Android operating systems
- Experience providing end-user technical support in an enterprise environment
- Strong customer service skills with the ability to communicate technical concepts clearly
- Experience working under general guidance while collaborating with senior team members
- Ability to document technical requirements, solutions, and procedures effectively
- Advanced proficiency in Microsoft Excel
Preferred Qualifications
- Strong problem-solving and analytical skills
- Excellent written and verbal communication skills
- High accuracy and attention to detail
- Ability to work independently or as part of a team environment
- Additional related technical skills and abilities relevant to end-user support
Education & Experience
- Associate’s degree in a related field preferred
- Minimum 1 year of experience in Information Technology required
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