IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience.

Time Type:

Full time

This is an in-office position.

Department:

869 PC Support

Job Summary:

The MDM Technician II serves as the primary point of contact for all mobile and laptop device management incidents and service requests, ensuring timely resolution based on priority, urgency, and business impact. This role leads the support team, coordinates cross-functional efforts, and maintains high service standards in collaboration with business stakeholders. The technician is responsible for the full lifecycle management of both mobile and laptop endpoints, including provisioning, configuration, compliance, and decommissioning, while ensuring alignment with organizational security and operational policies.

Job Description:

ESSENTIAL JOB FUNCTIONS

The following statements outline the general scope and nature of work performed by incumbents in this role. They do not represent an exhaustive list of all responsibilities, duties, or required skills.

Mobile Device Lifecycle Management

• Oversee the complete lifecycle of mobile devices and laptops, including procurement, imaging, activation, configuration, deployment, and decommissioning.

• Maintain accurate records of all endpoint assets, including mobile devices and laptops, with user assignments and location tracking.

• Coordinate laptop refresh schedules and ensure timely replacement of aging hardware.

Mobile Device Management (MDM)

• Utilize the MDM and endpoint management platforms (e.g., Intune) to enforce security policies, manage inventory, and monitor device compliance across mobile and laptop fleets.

• Maintain a positive balance of available licenses for MDM and endpoint management tools; audit usage, reconcile discrepancies, and report depletion to IT Services leadership for renewal or purchase.

• Ensure device requests (mobile and laptop) are processed efficiently through established workflow systems.

Technical Support & Troubleshooting

• Provide end-user support for mobile and laptop device issues, including hardware, software, connectivity, and peripheral troubleshooting.

• Resolve escalated service, software, and hardware-related issues for both mobile and laptop devices.

• Escalate unresolved mobile network access issues to carriers and unresolved laptop issues to appropriate vendors or internal teams.

• Follow up daily on all support tickets related to MDM and laptop management; regularly review the unassigned ticket queue.

Vendor & Carrier Coordination

• Liaise with mobile carriers and laptop OEMs to manage service plans, warranty claims, billing, and issue escalations.

• Compile and verify monthly reports, including:

  • Lost/stolen device report (mobile and laptop)

  • Device usage report

  • IBC Paid Services report

  • Termination report (to cancel/suspend lines and ensure adherence to equipment return policies)

Documentation & Knowledge Management

• Develop and maintain the Support Knowledge Base for mobile and laptop devices, including policies, procedures, and user guides.

• Update documentation and processes as needed to reflect current practices and technologies across both device types.

Collaboration & Training

• Collaborate with IT System Engineering and IT Security teams to implement security protocols and respond to incidents involving mobile and laptop endpoints.

• Provide training to IT Service Desk and Support staff on MDM and laptop management processes and procedures.

Reporting & Optimization

• Monitor mobile and laptop usage to identify cost-saving opportunities and ensure policy compliance.

• Verify billing accuracy for mobile services and optimize laptop procurement and refresh cycles.

• Recommend technology improvements to enhance productivity, endpoint security, and operational efficiency.

SKILLS

• Active Learning

• Active Listening

• Complex Problem Solving

• Coordination

• Critical Thinking

• Learning Strategies

• Time Management

• Data Analysis & Decision-Making

• Technical Proficiency

EDUCATION & TECHNICAL EXPERTISE

• Associate’s or Bachelor’s degree, or Technical Certification in a relevant field.

• Proficient in Microsoft Intune, Apple Business Manager, Device Enrollment Program (DEP), Volume Purchase Program (VPP), and core MDM/EDM principles.

• Familiarity with Azure Active Directory and endpoint configuration policies for laptops.

• 1–2 years of hands-on experience in procuring and provisioning wireless devices and laptops, troubleshooting carrier and hardware-related issues, and liaising directly with cellular service providers and OEM vendors.

• 1-2 years of experience supporting Windows and macOS laptops in an enterprise environment, including imaging, patching, and remote management.