Junior Help Desk

Konnected Concepts is seeking a Junior Help Desk specialist for onsite work in Castro Valley, CA, focused on end-to-end device provisioning, onboarding, and post-deployment support for enterprise clients.

Responsibilities

• Manually enroll iPad and iPhone devices into Apple Business Manager using Apple Configurator 2
• Configure and manage DEP and ADE enrollment profiles in Workspace ONE UEM (VMware)
• Troubleshoot MDM enrollment failures including DEP profile issues, APNs certificate errors, Await Configuration settings, and Activation Lock
• Verify supervision status, ownership type, and enrollment type after enrollment
• Maintain precise device records (serial numbers, assignment status, enrollment state) in ABM and WS1
• Coordinate with customers on SOP adherence for device receipt, storage, and first power-on procedures
• Stage, configure, and test routers and wireless hardware from Peplink, Teltonika, Digi, and Ericsson
• Apply firmware updates, VPN configurations, APN settings, and carrier-specific profiles
• Conduct pre-deployment validation and QA testing before hardware ships to customers
• Document configurations and maintain staging SOPs
• Tag assets, ABM enrollment, and MDM enrollment on all devices
• Kit devices with accessories, SIM cards, and documentation per customer specifications
• Coordinate with shipping and logistics to ensure on-time delivery of staged hardware
• Maintain inventory accuracy and report discrepancies
• Serve as the primary technical contact for customers during and after device deployment
• Guide customers through enrollment SOPs, troubleshoot remotely, and escalate when needed
• Conduct post-deployment check-ins to confirm proper enrollment and device performance
• Document customer issues, resolutions, and recurring patterns to improve SOPs
• Build strong customer relationships with enterprise clients who rely on precise provisioning

Requirements

• Minimum 3 years of hands-on Apple device enrollment using Apple Configurator 2 and Apple Business Manager
• Strong working knowledge of MDM platforms, with VMware Workspace ONE UEM experience preferred
• Solid understanding of DEP/ADE enrollment, supervised devices, APNs certificates, and MDM profile configuration
• Experience staging and configuring networking hardware such as routers or cellular gateways
• Excellent troubleshooting skills, able to diagnose enrollment issues from a screenshot and identify root causes
• Customer-facing experience and ability to explain technical topics to non-technical stakeholders
• Highly organized with meticulous attention to asset tagging and kitting details
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Experience with Peplink, Teltonika, Digi, or Ericsson hardware
• Familiarity with carrier portals from T-Mobile, Verizon, or AT&T
• Experience with additional MDM platforms such as Jamf or Kandji alongside Workspace ONE
• Apple Certified Support Professional (ACSP) or equivalent certification
• Background in retail, utilities, or public sector customer environments

Technologies

• Apple Configurator 2
• Apple Business Manager (ABM)
• Workspace ONE UEM (VMware)
• Peplink
• Teltonika
• Digi
• Ericsson
• Jamf
• Kandji

Benefits

• Competitive compensation commensurate with experience
• Opportunity to grow within a fast-scaling, Inc. 5000 recognized company
• Direct exposure to enterprise wireless connectivity, IoT, and device management at scale
• Collaborative, small-team environment where contributions are visible and valued

Role Overview

We seek a technically sharp, customer-focused candidate who can own the full lifecycle of device provisioning and onboarding. You will manually enroll Apple devices into Apple Business Manager via Apple Configurator 2, stage and configure routers and wireless hardware, tag and kit assets, and serve as a trusted technical contact for customers during and after deployment.