GDIT is looking for a Mobile Device Management (MDM) Support Analyst to join our team supporting the USPS in Raleigh, NC.
Responsibilities and duties include (but not limited to):
• Remote support to end users at all levels of the organization on Android and iOS platforms • Perform research and make recommendations • Document O365 mobile app functions, platform information and mobile device management • Document communications regarding ITMC initiatives targeted to users at all levels of the organization
This program only accepts US citizens and/or Green Card Holders. The security clearance for this program requires the selected candidate to have resided in the US for the past five years. The selected candidate cannot have left the country for longer than 90 consecutive days and no more than 180 cumulative days.
Bachelor's Degree in a Computer Science or related technical discipline
The requirements for this position is as follows:
A minimum of eight (8) years of experience. A working knowledge of current computer and communications technologies and disciplines, including PC operating systems and hardware platforms, local area networks, wide area networks, messaging, mobile devices (iPhones, Samsung, iPads) and client-server applications is required.
This position requires the following demonstrated competencies:
Customer service skills and the ability to successfully and consistently satisfy client problems and needs when working in a Service Center environment
Effective oral and written communications skills
Ability to be proactive and resourceful in managing multiple priorities in a dynamic and fluid environment
A commitment to quality
Completion of tasks within assigned timelines
Previous mobile device O365 migration experience
Five (5) years of relevant and progressive experience in a distributed computing environment is preferred including:
Minimum one-year (1) support experience with Apple iPads/iPhones, iTunes and Apple apps
Minimum one-year (1) support experience with Android tablets or smartphones
Minimum one-year (1) experience with an Enterprise Mobility Management (EMM) system such as MobileIron, AirWatch or Maas360
Minimum one year (1) support experience with O365 on desktops and mobile devices
Provide ITMC Mobile Device App and User Support:
Utilizing MobileIron or other Enterprise Mobility Management (EMM) to support and manage mobile computing devices and internal apps. Will run activity, performance, and compliance reports on devices within the MobileIron EMM
Supporting the deployment of mobile computing tablets and smartphones, device enrollments, troubleshooting implementation and connectivity issues, providing ongoing operational support of devices and apps
Utilizing the MS Suite of products to include MS Word, Excel, Outlook, Project and Visio in support of report generation, developing planning documents, and customer instructions relative to deployment and ongoing support
Generating scripts and developing macros to resolve queries and to automate processes. Utilizing XML, SQL, or similar language. Utilizing complex EXCEL macros and functions
Documenting commonly used business apps including O365 used on Postal supported mobile computing devices. This includes instructions to users and developing knowledge base articles for usage scenarios and features
Troubleshooting VPN, Wi-Fi and cellular communications problems as they occur during the deployment and ongoing operations of Postal mobile computing devices within the network
Updating and resolving Incident cases on a daily basis
Conduct online training sessions with USPS users to instruct them on activating and enrolling their individual mobile computing devices into a USPS EMM system
Operates, maintains, and provides customer support and consultation for a wide variety of complex iOS and/or Android mobile computing devices
Analyzes and develops resolutions for problems involving availability and/or performance at the system level. Works with Postal staff to resolve problems and coordinate the implementation of solutions
Prepares materials and oral presentations for customers
Develops and maintains specialized knowledge of current and emerging technologies
Provide support/consultation for iOS and/or Android mobile devices utilizing ServiceNow via ticket assignment within two (2) days unless escalated
Analyzes ServiceNow ticket trends and develops pro-active solutions for end user problems involving mobile computing devices
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.