Mobility Analyst

Rockville, MD, United States

Since 2011, Gunnison's Mobility Team has been a trusted partner of the Nuclear Regulatory Commission (NRC), providing top-tier enterprise mobility services and driving the NRC's success through expertise in research, design, development, integration, operations, and continual service improvement. We take pride in managing and supporting thousands of devices, providing premier services that have become essential for over 1,800 users utilizing both Government Furnished Equipment (GFE) and personal Bring Your Own (BYO) devices. Located at the NRC's headquarters, our dedicated team extends its support to the Agency's four regional offices, training center, and 60 resident inspector (RISE) sites, as well as to users traveling on behalf of the agency to various domestic and international sites. Our commitment to excellence and long-standing partnership with the NRC is a testament to the quality of our work. If you're an independent and engaged individual seeking a rewarding challenge, join us at Gunnison and contribute to the success of the NRC. Be part of a team that thrives on innovation, embraces challenges, and values each member's unique contributions.

Location: On-site in Rockville, MD

*All candidates for this position must be US citizens.

Duties & 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

Ability to improve user outreach by hosting educational training for mobile endpoint users at the agency.

Completes required NRC security training

May provide training for new colleagues and junior team members

Qualifications :

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)

2+ years of experience in providing IT support services preferred , 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 preferred .

Experience with these systems preferred:

Apple iOS and Android OS

Smartphones and Tablets

Wireless carrier portals (Verizon, AT&T, Sprint)

ServiceNow or BMC Remedy

Certification(s) :

ITIL 4 Foundations preferred

ServiceNow certification preferred

Education : Bachelor's plus 0-2 years of relevant experience or 4-6 years of relevant experience.

Clearance Requirement : Ability to obtain and maintain an NRC Public Trust IT-I (US Citizenship required).

*This position is contingent upon upcoming availability of the role. Estimate Fall 2023 start date.

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.

Employee Benefits

Gunnison employee benefits meet or beat other companies in the Washington, D.C. metropolitan area, including:

Bonuses and profit-sharing

401k Matching

Certifications and training allowance $2,500/year

3 weeks of personal leave your first year (160 hours can roll over every year)

Up to 5 days of Flex-Time-Off per year

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 Consulting Group 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.

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