Mobility Analyst

Gunnison Consulting Group•Rockville, MD

12d•Onsite

About The Position

Serve as part of a team providing Enterprise Mobility as a Service Tier I and II operations support to geographically distributed CONUS and OCONUS government agency staff. Provide on-site analysis, diagnosis, and resolution for mobile endpoint issues reported by mobile endpoint users. Escalate situations requiring urgent attention. Capture and document the details of tickets within ITSM ticketing system for Cell Phones, MiFis (USB based cellular modems), BYOD or GFE iOS and Android based smartphone and tablet devices. Details include but are not limited to troubleshooting steps and resolution actions. Provision approved users for the agency MDM solution following approved processes and procedures. Conduct in person or online user training sessions for activation and enrollment of approved mobile devices. Provide support and administration of devices in the MDM portal. Process mobility service requests for procurement of wireless voice and data services, ensuring accurate orders are placed with the wireless vendor portals including activation of new services, cancellation of existing service, selection of preferred carrier, change of carrier or liability, change of service type or change of equipment type. Follow corporate standards and security-based policies. Completes work in accordance with customer-prescribed Service Level Agreements, including timeliness (response, frequency of contact) and quality Follows Standard Operating Procedures and User Guides Maintain existing documentation Provide recommendations for improvement on existing documentation Create new documentation when gaps are identified Maintains understanding of current NRC IT service offerings; support changes, testing and deployment of new/ updated service offerings Completes required NRC security training May provide training for new colleagues and junior team members

Requirements

Bachelor’s plus 0-2 years of relevant experience or 4-6 years of relevant experience
Demonstrated excellent oral and written communications competencies, including customer service skills.
Ability to successfully and consistently satisfy client problems and needs when working in an operations environment.
Ability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment.
Must be able to work independently and contribute to team efforts
Must be able to prioritize tasks and be able to handle multiple activities simultaneously
Must have good communication skills and be able to communicate with users with varying levels of experience using technology

Nice To Haves

Experience with ServiceNow or Remedy ITSM systems
Experience with MS Office suite (Teams, Outlook, Word, Excel)
Ability to obtain and maintain a Public Trust
2+ years of experience in providing IT support services, specifically including experience with help desk support at Tier I and II levels for government clients; trouble-ticketing tools and creating Standard Operating Procedures (SOP) documents; and supporting mobility/mobile endpoint/MDM solutions
Proficiency in mobile device setup, programming and operation, activation, and restoration of services on mobile devices
Experience with these systems: Apple iOS and Android OS Smartphones and Tablets
Wireless carrier portals (Verizon, AT&T, Sprint)
ServiceNow or BMC Remedy
ITIL 4 Foundations
ServiceNow

Responsibilities

Serve as part of a team providing Enterprise Mobility as a Service Tier I and II operations support
Provide on-site analysis, diagnosis, and resolution for mobile endpoint issues
Escalate situations requiring urgent attention
Capture and document the details of tickets within ITSM ticketing system
Provision approved users for the agency MDM solution
Conduct in person or online user training sessions for activation and enrollment of approved mobile devices
Provide support and administration of devices in the MDM portal
Process mobility service requests for procurement of wireless voice and data services
Follow corporate standards and security-based policies
Completes work in accordance with customer-prescribed Service Level Agreements
Follows Standard Operating Procedures and User Guides
Maintain existing documentation
Provide recommendations for improvement on existing documentation
Create new documentation when gaps are identified
Maintains understanding of current NRC IT service offerings; support changes, testing and deployment of new/ updated service offerings
Completes required NRC security training
May provide training for new colleagues and junior team members