Mobile Device Support Technician - 1823 - KeyLogic Systems

Position: Mobile Device Support Technician
Location: Albuquerque, NM
Salary Range: $21.85 - $24.85 per hour
Clearance: Clearable to Q

KeyLogic is seeking a Mobile Support Technician to support the IT program at a major national laboratory.

You will provide end-user support with processes for managing and delivering services that are ITIL® conformant and resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).

The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

Responsibilities:

• Shall set up, repair, and maintain mobile equipment and software used by mobile authorized users (e.g., smartphones, tablets, mobile Wi-Fi adapters) and shall perform related services. These services include delivering technical and administrative support in conjunction with fulfilling the requirements for security, connectivity, and export-control compliance as defined by NTESS's Laptops on Foreign Travel program.
• Assist in the daily operation of AirWatch, VMW to maintain security on mobile devices.
• Pull web-based reports from ICK and mobile device management, in order to report on the number of active & suspended devices on site that are in currently in production.
• Assist in deploying/provisioning security & device management policies to all mobile devices for approved users.
• Assist end users via telephone, e-mail, or by appointment with questions, problems & requests regarding mobile devices.
• Train end-users on Mobile device technology.
• Provide quarterly training to internal groups, as well as end user presentations.
• Remain current on industry and/or technology foundations in order to provide new, updated information to customers, and the IT Support Team, which may include personnel supporting Mobile Devices, Technical Development, the Help Desk, & Cyber Security.
• Participate in Pilot Programs & be involved in testing, as well as reporting (using Excel, Remedy, PowerPoint, etc.).
• Other duties may be assigned.

Qualifications:

• Associate degree in Computer Science, Computer Engineering, Information Systems, or other field related to the labor category and a minimum of 2 years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings paced environment.
• In lieu of degree, an additional 3 years of relevant experience, totaling 5 years' experience is acceptable.
• U.S. citizenship is required per Contract to obtain and maintain U.S. Department of Energy Clearance, with the ability to obtain and maintain a US DOE Security Clearance
• Trained in the prevailing operating system & hardware systems.
• Demonstrate formal customer service & technical training.
• Possess experience with equipment & software installation & upgrades.

Desired:

• Mobile Device Certifications
• An Active Govt. Security Clearance