Technical Services Operations Specialist

Description

The Hardware Operations Specialist serves as the operational owner for Tyler Technologies' mobile device program within the Enterprise Corrections Division. This position is responsible for the complete lifecycle management of tablets and other supported mobile devices, ensuring devices remain deployed, compliant, accurately tracked, and operational throughout their lifecycle. Working cross-functionally with Implementation, Product, Manufacturing, Support, and correctional facilities, this role develops and maintains standardized processes for inventory management, mobile device administration, repairs, refurbishment, reporting, and replacement planning. The Hardware Operations Specialist is also responsible for building strong partnerships with facility personnel to maintain accurate device records and promote consistent operational practices after deployment.

Through data-driven decision-making and continuous process improvement, this position helps maximize device availability, reduce operational costs, and improve the overall client experience. This position serves as the subject matter expert for Tyler's mobile device program and is responsible for establishing sustainable operational practices that support the continued growth of the Enterprise Corrections Division's mobile technology initiatives.

Responsibilities

• Own the operational lifecycle of Tyler-issued tablets and other supported mobile devices.

• Maintain accurate inventory records from deployment through retirement.

• Administer mobile device lifecycle activities within Workspace ONE and other MDM platforms.

• Coordinate hardware repairs, warranty claims, refurbishment, and manufacturer RMAs.

• Triage hardware issues submitted through Support and determine appropriate repair or replacement actions.

• Monitor tablet burn rate, inventory levels, replacement trends, and device health to support procurement planning.

• Partner with the Implementation and Manufacturing teams to ensure devices are properly configured and deployment-ready.

• Build collaborative relationships with correctional facilities and their designated technology contacts to maintain accurate mobile device inventories and support ongoing tablet lifecycle processes.

• Establish standardized processes with facility personnel for inventory reconciliation, damaged device reporting, hardware accountability, and replacement procedures.

• Serve as the primary operational resource for facility questions related to mobile device inventory, lifecycle management, and mobile device best practices.

• Develop, document, and continuously improve standard operating procedures related to mobile device management.

• Produce operational reporting and key performance indicators, including:

• Device inventory accuracy

• Burn rate

• Refurbishment rate

• Repair turnaround time

• Warranty performance

• MDM compliance

• Identify opportunities to improve efficiency, reduce hardware costs, and enhance the mobile device program.

• Support future mobile device migrations and technology refresh initiatives.

Qualifications

Required

• Associate's degree or equivalent combination of education and experience.
• Experience supporting mobile devices, hardware, or endpoint management.
• Strong troubleshooting and analytical skills.
• Excellent organizational and documentation skills.
• Strong written and verbal communication skills.
• Ability to work independently while collaborating across multiple departments.
• Proficiency with Microsoft Office, particularly Excel.

Preferred

• Experience with Workspace ONE or other Mobile Device Management (MDM) platforms.
• Experience supporting Android devices.
• Experience with hardware inventory management or asset lifecycle management.
• Experience coordinating warranty repairs and manufacturer RMAs.
• Experience using Jira, Microsoft CRM, or similar ticketing systems.
• Experience developing operational processes and documentation.
• Experience supporting correctional technology or enterprise hardware deployments