The Mobility/Deskside Technician is responsible for providing technical guidance and support for existing DOJ solutions and initiatives. Reporting to the Service Desk Manager, responsibility also includes research, implementation and delivery of new mobile device platforms and infrastructure driven applications including Apple iOS, AirWatch, Android, etc.
This role maintains the operation of these systems and devices in a 24x7 environment. With general supervision and minimal direction from the Service Desk Manager, the Mobility/Deskside Technician responsibilities include configuration development, review, and administration, change management, development of project plans, creating and maintaining documentation, conducting equipment/software evaluations, and assisting implementations of organization solutions.
Essential Duties & Responsibilities
Administrate and support mobile device hardware, software and infrastructure mobility tools including AirWatch, Android and iPhone Configuration Utilities. Mobile devices with Apple IOS running on wireless and cellular networks and will vary by project.
Respond to system and user issues on mobility and wireless by troubleshooting, resolving, and revising architecture and process where required based on root cause analysis.
Familiar with Apple and Android devices, icloud, and itunes.
Develop and Implement systemic solutions to problems identified during root cause analysis.
Work directly with carriers or third-parties on device strategy, provisioning, and ongoing support and account management.
Act as a key subject matter expert resource for Mobility-related projects.
Mentor other team members on technology and processes related to the technology, support and administration of Enterprise Mobility devices and management processes.
Present solutions options to management and implements the agreed upon solutions.
Other duties as assigned to support the efficient operation of the contract.
5 years of related mobility support, service desk, and deskside support experience.
Working knowledge of Mobile Device Management on Apple (Apple IOS and Android configuration and profile standards); perform MDM activities while adhering to Service Level Agreements and be able to independently prioritize based on urgency.
Working knowledge with MDM application and solutions such as AirWatch
Understanding of ITIL practices, uses, and importance to the IT enterprise.
Ability to identify the root cause of wireless/cellular issues on multiple mobile hardware and software platforms.
Provide quick fixes/workarounds to get mobile devices reconnected.
Working Knowledge activating/using hotspots provided by mobile devices to create Ad -Hoc networks.
Demonstrative working knowledge and understanding of Small device support, management, etc.
Working knowledge of Mobile Platform App Stores.
Demonstrative outstanding understanding and communication working with internal and external customers and vendors.
Perform well in a busy environment and remain calm under pressure to reach a positive conclusion.
Ability to think strategically and execute methodically, with a positive outlook and willingness to take personal initiatives.
High attention to detail including precise and effective customer communications and proven ability to manage multiple, competing priorities simultaneously.
Ability to provide exceptional customer service to the DOJ end-users including VIPs and executives .
DOJ Public Trust (Must be able to obtain)
TS Clearance (Nice to have)
ITIL foundation level training certificate a plus.