Mobility Analyst - ITSM & MDM Specialist

Gunnison Consulting Group; Rockville, Northern (MD, KY); Hybrid; USD 40,000 - 44,000; Full time

Benefits offered by this job

3 weeks Personal Leave

11 paid holidays

5 days Flexible Time Off

401(k) company match 50%

Medical, Dental and Vision Insurance

Life and Disability Insurance

Public Transportation Subsidies

Certifications and Training Allowance

Job summary

Gunnison Consulting Group in Rockville, MD is seeking a motivated IT Associate to join a team delivering Enterprise Mobility as a Service for government staff. The role involves Tier I/II mobility support, on-site analysis, MDM administration, and ITSM ticketing with attention to security and documentation.

The successful candidate will provide provisioning, training, and service requests handling for wireless services, while following SOPs and achieving required SLAs.

Qualifications

• Bachelor’s plus 0-2 years of relevant experience or 4-6 years of relevant experience.
• Excellent oral and written communications competencies, including customer service skills.
• Able to satisfy client problems and needs in an operations environment.
• Proactive and resourceful in managing multiple priorities in a dynamic setting.
• Ability to work independently and contribute to team efforts.
• Ability to prioritize tasks and handle multiple activities simultaneously.
• Strong communication with users of varying experience levels.
• Preferred experience: ServiceNow or Remedy ITSM, MS Office, and ability to obtain Public Trust.

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.
• Document tickets in ITSM with troubleshooting steps and resolutions.
• Provision users for the agency MDM solution and train activation/enrollment.
• Process mobility service requests for wireless voice and data services.
• Follow corporate security policies and SOPs.
• Meet NRC SLAs and maintain documentation; contribute to improvements.

Skills

Oral and written communication

Customer service

Independent work

Multitasking in dynamic environment

Team collaboration

Proactive problem solving

Education

Bachelor’s degree

Tools

ServiceNow

Remedy ITSM

MS Office

ITIL Foundations

Job description

Description

Salary: $40,000 - $44,000/year

Duties and Responsibilities

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

• US citizenship required
• 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
• Preferred experience:
• Experience with ServiceNow or Remedy ITSM systems
• Experience with MS Office suite (Teams, Outlook, Word, Excel)
• Ability to obtain and maintain a Public Trust

Desired Qualifications:

• 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

The salary range for this position depends upon multiple factors including location, the individual's knowledge, skills, competencies, and experience, and contract-specific budget constraints and organizational requirements.
Gunnison Consulting Group's total compensation package also includes bonus and profit-sharing opportunities, depending on company and employee performance. Available employee benefits include:

• 3 weeks of Personal Leave your first year
• 11 paid Holidays each year
• 5 days of Flexible Time Off each year
• 401(k) company match at 50% up to 10% of your salary
• Medical, Dental and Vision Insurance
• Life and Disability Insurance
• Public Transportation Subsidies
• Certifications and Training Allowance - $2,500/year!

Why Join Gunnison?

• Gunnison takes on ambitious projects. We target fun, challenging work that requires creative thinking and innovation.
• Quality is our top priority.
• Gunnison employee benefits meet or exceed what other companies in the Washington, D.C. metropolitan area offer.
• There is a great sense of camaraderie at Gunnison. This is an atmosphere we will maintain as we continue to grow.
• We are growing rapidly and the opportunity for individual professional growth with Gunnison is outstanding.
• We hire for careers at Gunnison, not to fill a position.

Equal Opportunity/Affirmative Action Employer. Must be eligible for employment in the United States. We are unable to sponsor candidates at this time.
In 1994 Gunnison began serving the greater Washington, D.C. metro area, focused on tackling our customers' most ambitious technology projects. By creating a culture dedicated to enabling our customers and employees to achieve more than they ever thought they could, the company has thrived for over 25 years.