Mobile End User Support Specialist - 1952 - KeyLogic Systems

KeyLogic is seeking a Mobile End User Support Specialist to support the IT program at a major national laboratory. This Mobile End User Support Specialist will support assets and geographic systems team which develops, implements, and supports business applications needed to fulfill mission and internal business needs and work and inventory management for diverse groups of customers.

The Asset, Workplace & GIS systems team develops, implements, and supports business applications needed to fulfill mission and internal business needs for Facilities Integrated Workplace Management, Enterprise Asset Management, Fleet Management, CAD/GIS systems, geospatial data analysis, and work and inventory management for diverse groups of customers across the Labs.

Responsibilities:

• Assist customers in training and troubleshooting issues related to mobile devices and apps. Be available to assist customers one-on-one. This person will be located with the department for easy access and to be readily available to customers. Must be patient and personable, confident with learning new technology, and explaining complex ideas to others.
• Train and support department customers:
  • General usage of mobile devices to include both phone and tablet hardware.Technologies such as iOS and Microsoft Intune and related technologies.
  • Linking e-mail and other corporate applications to mobile devices including:
  • Authentication – Single Sign On
  • VPN
  • Reverse Proxy
• Use of department-specific mobile applications such as Maximo Anywhere:
  • Online/offline mode processes
  • Synching data
  • Installing and updating software
  • Basic troubleshooting of apps
• Assist IT team in developing and implementing processes for mobile devices throughout the full life cycle such as:
  • Evaluating and recommending new devices
  • Upgrade planning
  • End of life through disposal
  • Deployment planning and testing
  • User acceptance testing

• Work is onsite.

Qualifications:

• Associates degree and 4 years' experience related to field.
• In lieu of degree, 7 total years' experience is acceptable.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy L clearance.

Required Skills:

• 3 years of mobile device support in a large organization
• Technical expertise with mobile devices
  • Smartphones (iPhone)
  • Tablet (iPad)
  • Mobile Operating systems

Desired Skills:

• Mobile device lifecycle management experience with:
  • Testing devices
  • Implementation plans
  • System upgrades
  • End of life disposal
• Experience with the following:
  • Enterprise Mobile Management
  • Microsoft Intune
  • Global Protect/VPN
  • Understands WebCars processes
  • User experience improvement processes
  • Mobile infrastructure
  • Authentication
  • Single Sign on
  • Reverse Proxy
  • SNL mobile device security protocols
  • Deployment Testing
  • Process development
  • User Acceptance Testing