Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring an IT Support Technician (Cellular/Wireless) I for an exciting opportunity located in Jacksonville, FL .

Job Description and Responsibilities

ESM is looking for a full-time IT Support Technician (Cellular/Wireless) who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements. Employee responsibilities include:

• Provide superior customer service to internal and external clients making sure all users are equipped with technology to support company and customer's goals.
• Act as a primary point of contact for incoming Helpdesk phone calls and emails related to Cellular/MI-FI Mobility, and VTC support.
• Support various customer software and hardware as needed, including working with third-party service providers to include Apple ABM, MS Intune (Used for Email Services), Blackberry UEM (Legacy Apps for email services), VTC, and supporting customers with cellular OS 365 services.
• Responsible for Programming, issuing , maintaining records, and supporting Apple Phones, Apple IPADS, Blackberry devices and Verizon and ATT MIFI (Hotpots)
• Responsible for inventory and asset management of Cellular/Wireless devices.
• Create and maintain accurate documentation to ensure correct procedures and licensing are followed
• Research best practices for applications.
• Maintain confidential information as needed
• Assist the Advanced Services teams with deployments, installations, rollouts, and maintenance
• Escalate issues to Advanced Services and the Management team as appropriate
• Provide basic Video Tele-Conference (VTC) support to NIPR/SIPR networks, including Initiate and Terminate VTC's, and Provide basic troubleshooting of application and connectivity for the VTC and O365 MS Teams customers.
• Assist with basic IT Tier 1 support when workload allows it.

Required Knowledge, Skills and Abilities (KSA)

• 1-3 years' experience in Technical Support or equivalent experience.
• Familiar with Cellular and Wireless technologies including Apple, Blackberry, Verizon and ATT MIFI (HotSpots), Smart Phone and Tablet applications including ABM, MS Intune (Used for Email Services), Blackberry UEM (Legacy Apps for email services).
• Excellent team and customer service skills, must be thorough, must have excellent communications skills, written and verbal
• Demonstrate initiative and be results oriented with flexibility and tenacity
• Demonstrate the ability to continuously adjust priorities to reflect changing circumstances
• Ability to work in a dynamic cross-organizational team environment
• Strong dedication to provide quality customer service
• Effective problem-solving skills and inherent decision-making ability
• Strong analytical skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue
• Ability to manage own projects including communications to customers as well as work as part of a larger team managed by a project manager

Desired KSA

• Support to cellular services including:
  • Install and configure Android and IOS applications
  • Install and configure MDM on cellular and wireless devices
• Provide basic Windows Server Systems Administration
  • Hardware/Software troubleshooting
  • Basic services including file permissions, account provisioning, O365 support, etc.

• Be a positive, self-motivated, and proactive person with the ability to adapt to change and tolerate stressful situations
• Candidate must communicate effectively with team members, team lead, management, and government customer
• Must have the ability and desire to research and develop creative solutions to unique problems with minimal supervision

Minimum Training, Education, and Certifications

• DoD8570 IAT Level II (eg: Sec ),

Minimum Clearance

• Secret

Physical Requirements

• Required to stand, walk and sit; communicate verbally both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.

  Physical demands associated with this position may include extensive walking (including stairs) throughout offices and between buildings. May require use of personal or Government vehicle to drive to local and/or remote office locations.

Additional Requirements

• Other duties as assigned

ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.