Overview

Edgewater Federal Solutions is seeking a Mobility 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. You will 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, you will 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, VMWare Boxer, & Good to maintain security on mobile devices.
• Pull web based reports from ICK, BAS, Air Watch, & Good, 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 as necessary.

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 to obtain and maintain a U.S. Department of Energy L Clearance
• Trained in the prevailing operating system & hardware systems.
• Demonstrated customer service skills, knowledge, & experience.

• Possess experience with equipment & software installation & upgrades

Desired:

• Mobile Device Certifications
• An Active Govt. Security Clearance

About Us: 

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2023.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.