Mobile & Remote Device Tier 1 Services Job
Company Name:
SAIC
Mobile & Remote Device Tier 1 Services (Job Number:407936)
Description:
SAIC has an opening for a Tier 1 Technical Support (Mobile Device Service for XenMobile and BlackBerry Devices) located in Washington, DC.
The Department of State is implementing a new mobile solution, XenMobile, that will offer the Department further flexibility in the mobile space. In support of the XenMobile project, there is a need for Tier 1 Technical Support that will provide technical support at the IT Mart Services (located at the Department of State, SA-1) and at SA-9.
The role of the Tier 1 Technical Support encompasses the following key
Responsibilities: ensure that all requests for services in support of XenMobile and BlackBerry devices are logged/updated, addressed/resolved, followed up on if necessary, services are prompt and professional.
The Tier 1 Technical Support, irrespective of the team location, is responsible that all critical or VIP requests or tickets are attended to or resolved promptly and efficiently, documentation on the troubleshooting and resolution efforts are complete, issues are analyzed and followed up with the customers if necessary, and tickets escalated to the Tier 2 Technical Support are well documented and followed up on.
The Tier 1 Technical Support is also responsible for ensuring that the Tier 1 Lead is made aware of potential system problems, or customer issues, so as not to surprise lead and/or management personnel. This candidate makes every effort to resolve reported problems prior to escalation, ensuring that all steps are taken and documented before escalating unresolved tickets to the Tier 2 staff.
The individual must have the skills to address issues with senior level customers and/or VIPs. Additionally, the ideal candidate will be self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues.
The Tier 1 Technical Support may perform the required functions located at the:
Tier 1 IT MART (HST, SA-1): enter service requests into Remedy; perform in-person device actions with users; perform in-person troubleshooting with users; perform in-person provisioning with users; tutor users on mobile devices; in-person provisioning with users; perform customer liaison activities; enter data into the inventory tracking system; add account information into Active Directory; add new accounts in the correct Citrix Access Gateway (CAG) membership; verify account status; verify status of selected wireless plan, close service requests in Remedy, and escalate service requests, if necessary, to Tier 2. This function is not performed on a per shift basis.
Tier 1 SA-9: receive new service enrollment request and enter them in Remedy; add account information into active Directory; add new accounts in the correct CAG membership; verify account status; verify status of selected wireless plan; provide basic troubleshooting assistance to users; close service requests in Remedy, and escalate service requests, if necessary, to Tier 2. This function is performed on a per shift basis.
Mids Shift Requirement: 11:45pm-8:15am
Qualifications
:
Required Education &
Experience: High School diploma with 3
years of customer service experience. Strong customer service skills.
Desired:
Experience with mobile device solutions. Certification in relevant IT products/technologies.
Basic knowledge of Microsoft Windows system administration tasks including: Windows Server 2008, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry Enterprise Server 5.0, BlackBerry 10, RSA, Citrix, and SCOM monitoring tool. Basic knowledge of BMC Remedy.
Strong oral and written communication skills with experience working directly with customers including VIPs.
Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables.
Ability to focus on ticket and monitoring systems for sustained periods.
Strong oral and written communication skills with experience working directly with customers including VIPs.
Active Secret clearance required to start.
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit .
EOE AA M/F/Vet/Disability
Job Posting: Dec 26, 2014, 9:40:32 AM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Travel: None
Shift: Night Job
Schedule: Full-time
Req ID: T407936
Date: Fri, 26 12 2014 00:00:00 GMT
Country: US
State: DC
City: Washington
Postal Code: 20001
Locale: en_USEstimated Salary: $20 to $28 per hour based on qualifications.
SAIC
Mobile & Remote Device Tier 1 Services (Job Number:407936)
Description:
SAIC has an opening for a Tier 1 Technical Support (Mobile Device Service for XenMobile and BlackBerry Devices) located in Washington, DC.
The Department of State is implementing a new mobile solution, XenMobile, that will offer the Department further flexibility in the mobile space. In support of the XenMobile project, there is a need for Tier 1 Technical Support that will provide technical support at the IT Mart Services (located at the Department of State, SA-1) and at SA-9.
The role of the Tier 1 Technical Support encompasses the following key
Responsibilities: ensure that all requests for services in support of XenMobile and BlackBerry devices are logged/updated, addressed/resolved, followed up on if necessary, services are prompt and professional.
The Tier 1 Technical Support, irrespective of the team location, is responsible that all critical or VIP requests or tickets are attended to or resolved promptly and efficiently, documentation on the troubleshooting and resolution efforts are complete, issues are analyzed and followed up with the customers if necessary, and tickets escalated to the Tier 2 Technical Support are well documented and followed up on.
The Tier 1 Technical Support is also responsible for ensuring that the Tier 1 Lead is made aware of potential system problems, or customer issues, so as not to surprise lead and/or management personnel. This candidate makes every effort to resolve reported problems prior to escalation, ensuring that all steps are taken and documented before escalating unresolved tickets to the Tier 2 staff.
The individual must have the skills to address issues with senior level customers and/or VIPs. Additionally, the ideal candidate will be self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues.
The Tier 1 Technical Support may perform the required functions located at the:
Tier 1 IT MART (HST, SA-1): enter service requests into Remedy; perform in-person device actions with users; perform in-person troubleshooting with users; perform in-person provisioning with users; tutor users on mobile devices; in-person provisioning with users; perform customer liaison activities; enter data into the inventory tracking system; add account information into Active Directory; add new accounts in the correct Citrix Access Gateway (CAG) membership; verify account status; verify status of selected wireless plan, close service requests in Remedy, and escalate service requests, if necessary, to Tier 2. This function is not performed on a per shift basis.
Tier 1 SA-9: receive new service enrollment request and enter them in Remedy; add account information into active Directory; add new accounts in the correct CAG membership; verify account status; verify status of selected wireless plan; provide basic troubleshooting assistance to users; close service requests in Remedy, and escalate service requests, if necessary, to Tier 2. This function is performed on a per shift basis.
Mids Shift Requirement: 11:45pm-8:15am
Qualifications
:
Required Education &
Experience: High School diploma with 3
years of customer service experience. Strong customer service skills.
Desired:
Experience with mobile device solutions. Certification in relevant IT products/technologies.
Basic knowledge of Microsoft Windows system administration tasks including: Windows Server 2008, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry Enterprise Server 5.0, BlackBerry 10, RSA, Citrix, and SCOM monitoring tool. Basic knowledge of BMC Remedy.
Strong oral and written communication skills with experience working directly with customers including VIPs.
Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables.
Ability to focus on ticket and monitoring systems for sustained periods.
Strong oral and written communication skills with experience working directly with customers including VIPs.
Active Secret clearance required to start.
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit .
EOE AA M/F/Vet/Disability
Job Posting: Dec 26, 2014, 9:40:32 AM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Travel: None
Shift: Night Job
Schedule: Full-time
Req ID: T407936
Date: Fri, 26 12 2014 00:00:00 GMT
Country: US
State: DC
City: Washington
Postal Code: 20001
Locale: en_USEstimated Salary: $20 to $28 per hour based on qualifications.
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