Mobility Analyst

Enterprise Mobility Support Specialist

Salary: $40,000 - $44,000/year

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

Completes required NRC security training

May provide training for new colleagues and junior team members

• Bachelor's plus 0-2 years of relevant experience or 4-6 years of relevant experience
• 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 Service Now or Remedy ITSM systems
• Experience with MS Office suite (Teams, Outlook, Word, Excel)
• Ability to obtain and maintain a Public Trust

• 2+ years of experience in providing IT support services, 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
• Experience with these systems:
• Apple iOS and Android OS
• Smartphones and Tablets
• Wireless carrier portals (Verizon, AT&T, Sprint)
• Service Now or BMC Remedy
• ITIL 4 Foundations
• Service Now

• 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 s 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.

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 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.