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  • Colorado Springs, CO

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Mobile Device Support Specialist - United States

CH2M & Jacobs • Colorado Springs, CO

Posted 25 days ago

Job Snapshot

Full-Time
Oil Refining - Petroleum - Drilling
Other

Job Description

Mission StatementUSSOCOM's mission is to Provide fully capable Special Operations Forces (SOF) to defend the United States and its interests and synchronize planning for global operations against terrorist networks. As a member of our team, you will partner with SOF military and civilian members to directly support this mission by providing world-class Information Technology services and support that connect over 60,000 users around the world. 
Job Description
Mobile Technical Support Technician with experience in supporting applications on mobile devices for a broad spectrum of mobile operating systems (i.e. Apple iOS, Android OS, etc.). Responsible for providing basic technical support, troubleshooting, monitoring, and maintaining equipment relative to the Agency's designated MDM, Active Directory, designated enterprise messaging system, various mobile device hardware, and mobile device operating systems

Typical Duties
•Manage trouble tickets using the client designated corporate ticketing system
•Provide basic troubleshooting and problem resolution proficiencies in the following: Mobile Device Hardware from multiple vendors such as Apple, BlackBerry, and Samsung Mobile Device Software Operating Systems from multiple vendors such as iOS, Android, and BlackBerry
•Manage cellular lines of service to include but not limited to; Correct charge for service plan, adding/removing lines of service and adjusting global plans as needed
•Administer MDM accounts directly related to the mobile device such in support of login
•Download users singing and encryption certs from DISA and install on the individual users device
•Troubleshoot and resolve mobile device issues or problems with device hardware and software
•Troubleshoot wireless carrier network services such as voice, data, Short Message Service (SMS), Multimedia Messaging Services (MMS), data tethering, mobile hot spot, management of carrier mobile telephone numbers between devices, etc.
•Provide input to design requirements associated with continued installation, integration, and testing of the smart phone information systems
•Assist in maintaining a reference library to include, but not limited to, creating end user tips and tricks, creating and responding to end user FAQs, providing input to HQ USSOCOM Standard Operating Procedures (SOPs)
•Support HQ USSOCOM in developing and maintaining all technical and procedural documentation pertaining to client designated enterprise mobile device configurations, technical support, processes, and procedures
•Provide user familiarization and guidance for client designated enterprise mobile device functions as requested
•Escalate trouble tickets with the appropriate Tier 3 support when more advanced troubleshooting is required
•Configure and enterprise enroll/activate client designated mobile devices with current client approved upgrades to device firmware, operating system patches and versions based on troubleshooting resolution and device reassignments
•Assist with the enterprise mobile device refresh period by providing Tier 2 MDM support and enterprise deployment of client refresh enterprise mobile devices
•Adhere to client property processes in accordance with client policy
•Process replacement devices (seed stock) between vendor and end users as required

Qualifications:

Required Experience: Knowledge of IPhone and Samsung hand held devices a plus
Required Certification: Employment is contingent upon obtaining all required certifications within the timeframe specified in a waiver by the government (if applicable) and maintaining required certifications through the duration of the contract. Failure to obtain/maintain required certifications will result in disqualification for this position and could result in termination.
•ITIL Foundations (ITSM)
•CompTIA Security

Preferred Experience: Experience using BMC Remedy ticketing and asset management software

Essential Functions
Work Environment
•Work will be performed inside a large facility. An inside environment may be a cubicle (considerations: close quarters, low to moderate noise, bright or dim lighting). Work assignments vary based on client requirements. Position may require night and weekend work. 
Physical Requirements
•Sitting at desk. Phone use and PC or laptop. Filing required. May require lifting and carrying boxes of supplies or files up to 50 lbs. Extended periods of sitting while on PC/laptop or phone.
Equipment and Machines
•General office equipment, which includes: telephone, fax machine, copier, PC/laptop, and other miscellaneous office equipment. Servers, switches and other computer equipment used to support network operations.
Attendance
•Work assignments dependent on requirements by the client. It is important to be able to work at least 8 hours a day for 5 days per week (Monday through Friday).
•On-Call or after hours support may be required
Travel
•Continental and Oversees travel may be required. It is important to maintain a current passport.
Other Essential Functions
•Employment is contingent upon obtaining all required certifications within the timeframe specified in a waiver by the government (if applicable) and maintaining required certifications through the duration of the contract. Failure to obtain/maintain required certifications will result in disqualification for this position and could result in termination.
•Candidate must exhibit a professional behavior that promotes teamwork, fosters cooperation, and enhances productivity in the workplace. Must be well organized with the ability to coordinate, prioritize and execute multiple tasks simultaneously in a high-pressure environment. Ability to communicate verbally and in writing to work effectively with a variety of government, military and contractor personnel at all levels. Must be able to interface effectively with individuals at all levels of the organization. Grooming and dress usually business casual, but dependent on clients standards. Must not pose a safety hazard to employees working in the same general area.
•The position for which you are applying for requires a US government security clearance. This is to advise you, that should you be extended an offer, if you possess a dual citizenship (i.e., citizen of the US and another country), in order to be granted a clearance you will be required to relinquish your citizenship in the foreign country.

Jacobs 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, veteran status or other characteristics protected by law. Jacobs is a background screening, drug-free workplace.

About Jacobs

Jacobs leads the global professional services sector delivering solutions for a more connected, sustainable world.

With $15.0 billion in combined revenue and a talent force more than 77,000 strong, Jacobs provides a full spectrum of services including scientific, technical, professional, construction- and program-management for business, industrial, commercial, government and infrastructure sectors.

For more information, visit web address removed>

Job ID: 1366476
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