Mobile Device Deployment Services

The Vendor is required to provide a fully managed, vendor-managed augmented staffing solution to support the accelerated deployment of iPad (128gb, a16, WI-FI + cellular enabled) for an enterprise training program serving approximately 3,750 frontline operations employees, including staff from vehicle maintenance, engineering and maintenance, rail operations, and engineering.
- The deployment is scheduled to occur between May 2026 and November 2026 and will require a dedicated project manager and a team of up to seven (7) mobile device specialists, with staffing levels tapering to three (3) specialists in the final month to support project closeout activities.
- Work schedule and shift requirements
1. Each mobile device specialist shall:
•    Work eight (8) hour shifts, Monday through Friday
•    Report to the assigned deployment location at the start of each scheduled shift
•    Support up to three (3) rollout sessions per day (one per training class)
2. The deployment schedule will operate across the following shifts:
•    First shift: 6:00 am – 2:00 pm
•    Second shift: 2:00 pm – 10:00 pm
•    Third shift: 10:00 pm – 6:00 am
- Mobile device specialist general responsibilities
1. Asset management and inventory
•    Add all newly received iPad to the authority hardware asset management (HAM) system in service now, as directed
•    Transmit IMEI and serial numbers to Verizon wireless (VZW) for activation
•    Maintain accurate device inventory records and tracking spreadsheets
•    Update VZW portal with user and device information
2. Pre-deployment activities
•    Verify all device and user information across service now, VZW portal, and tracking tools
•    Confirm all devices are enrolled in apple business manager (ABM)
•    Update hardware assignments across all systems
•    Ensure users are assigned to appropriate Intune groups
•    Apply asset tags to all devices
•    Unbox devices and install into protective cases
3. Deployment support
•    Distribute iPad directly to frontline staff prior to each training class
•    Provide on-site “genius bar” support during deployment sessions, including:
o    Immediate troubleshooting and assistance for newly issued devices
o    Answering user questions and providing general guidance
o    Assisting users with help desk coordination for password issues
4. Post-deployment support
•    Provide ongoing support to frontline staff across authority locations, primarily
•    Respond to service now tickets as assigned
•    Provide support via phone, email, and in-person interactions
•    Troubleshoot device connectivity, access, and usage issues
- Mobile device specialist expectations
•    To provide comprehensive on-site iPad support for our frontline workers before, during, and after deployment 
•    Utilize authority issued laptops and assigned authority credentials to complete all service now tasks assigned, including closing tickets, adding and updating asset tracking data, and escalating issues to relevant parties. 
•    Adhere to authority policies and procedures and policies set by authority internal mobile team such as ordering approvals, IT asset management (ITAM), process flows, etc. 
•    Adding users and devices to existing groups in the authority mobile device management systems, Intune and apple business manager (ABM).