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Help Desk Specialist | iPhone/Unified Endpoint Management (UEM)

Job Description



Help Desk Specialist | iPhone/Unified Endpoint Management (UEM)
 
Security Clearance required: Must be able to pass a federal background Investigation and obtain a Public Trust
US Citizenship Required
Location: Lanham, MD

Position Summary: Provide support for User and Network Services (UNS)/Unified Communications (UC) Enterprise Wireless and Voice Services. Support services include administrative, technical, and operational IT support for programs including but not limited to Microsoft Teams Mobile, O365 Mobile and Apple -based products to include Apple iPhone, Apple iOS and Apple Business Manager. This support shall include resolving customer problems associated with IT projects within the Enterprise.
 
Position Responsibilities:
Incident Management Support includes:
  • Provide iPhone Customer Service and Audio Services Transition.  
  • Provide on-site support for incident management by delivering professional resolution of end-user incidents and problems.
  • Provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents.
  • Unified Communications is intended to provide 'physical touch” deployments of hardware and software, but there are times when deskside technicians shall use remote tools to remediate any incident that occurs.
  • Receipt of trouble tickets through the KISAM system.
  • Execution of problem determination and resolution.
  • Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.
  • Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
  • Perform peripheral repairs and maintenance.
  • Provide informal customer instruction and confirm customer satisfaction.
  • Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
  • Review and provide comments and advice for invoice charges from mobile device vendors to assure accuracy of information
  • Monitor IT Wireless Smartphone mailbox and resolve issues
  • Identify users and reconfigure their apps during migration from on premise Exchange Server based mailboxes to Exchange Online.
  • Assign new app configurations to users at the time their mailboxes get migrated
  • End-User mobile connectivity to Exchange Online mailboxes support
  • Preparing and consolidating customer requests
  • Troubleshooting iPhones with customers
  • Updating Asset Records
  • Maintain, review and update vendor information spreadsheets
  • Track delivery of Smartphone orders
  • Send email notifications
  • Consolidate cancellation of service and employee separation KISAM tickets
  • Create shipping labels via CampusShip
  • Check for aged KISAM tickets or higher priority tickets
  • Prepare and maintain Business Service Plan (BSP) reports
  • Manage and review the quarterly UNS catalog
  • Maintain, review and update the Knowledge Articles, IT4U and the SharePoint site
  • Attend all weekly/staff meetings
  • Customer support working KISAM tickets to closure
Deployment Support includes:
  • Provide on-site support for delivery of new devices such as iPads, smartphones, hot spots, and supplemental support as needed for remote, delivery, and provide prompt and professional resolution of end-user incidents and problems.
  • Provide end-user support and troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents.
  • Receipt/asset control of systems for deployment.
  • Execution of pre-capture checklist required to assure success of the Altiris Deployment Solution capture activity.
  • Set up replacement workstation at user location.
    • Test and confirm customer satisfaction.
    • Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
    • Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket
    • Remove and execute asset control procedures to excess the refreshed target system.
    • Clean-up UEM server accounts
  • Manage iOS updates and provide status update
     
Essential Skills, Experience, and Certifications:
  • US Citizenship is a requirement of this position in accordance with 8 U.S.C. § 1324b(a)(2)(C)
  • 2 to 5 years of Customer Support Experience
  • 2 to 5 years' experience with iPhone Troubleshooting/BlackBerry UEM Experience
  • SharePoint 2016 Experience
  • Exceptional oral and written communication
  • Proficient in MS Office 365, MS Teams and MS Intune (Microsoft Intune is a cloud-based service that focuses on mobile device management (MDM) and mobile application management (MAM).)
  • Excellent Time Management skills
  • Proactively develops and maintains strong knowledge of information systems and their related components, and makes recommendations to improve the reliability, scalability, performance, or security of these systems as appropriate. Leverages technology to automate manual tasks and seeks to improve efficiency wherever practicable and appropriate. Makes recommendations for process improvements.
  • Accountable for meeting assigned project objectives including timelines and budgeting. Projects may be of moderate to advanced complexity.
  • Receives goals and overall objectives from Management and assists in establishing and implementing the methods to attain them.
     
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands: While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.
  • Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.
 
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
 
 
Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.

Please click here to review your rights under EEO policy.
 
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com.

Job Requirements

 

Job Snapshot

Location US-MD-Lanham
Employment Type Full-Time
Pay Type Hour
Pay Rate N/A
Store Type IT & Technical
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Company Overview

Epsilon, Inc.

Working at Epsilon: Epsilon’s core values of Consideration, Simplicity, and Improvement are the pillars of who we are and how our team members operate. Whether you are working at our headquarters in Weaverville, NC or on a Government site across the nation, we treat each other with respect and consideration, value the ideas and ingenuity of our team members and appreciate each other’s work style. Our team members build bridges across departments, think beyond the status quo, and develop creative solutions. Learn More

Contact Information

US-MD-Lanham
Snapshot
Epsilon, Inc.
Company:
US-MD-Lanham
Location:
Full-Time
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description



Help Desk Specialist | iPhone/Unified Endpoint Management (UEM)
 
Security Clearance required: Must be able to pass a federal background Investigation and obtain a Public Trust
US Citizenship Required
Location: Lanham, MD

Position Summary: Provide support for User and Network Services (UNS)/Unified Communications (UC) Enterprise Wireless and Voice Services. Support services include administrative, technical, and operational IT support for programs including but not limited to Microsoft Teams Mobile, O365 Mobile and Apple -based products to include Apple iPhone, Apple iOS and Apple Business Manager. This support shall include resolving customer problems associated with IT projects within the Enterprise.
 
Position Responsibilities:
Incident Management Support includes:
  • Provide iPhone Customer Service and Audio Services Transition.  
  • Provide on-site support for incident management by delivering professional resolution of end-user incidents and problems.
  • Provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents.
  • Unified Communications is intended to provide 'physical touch” deployments of hardware and software, but there are times when deskside technicians shall use remote tools to remediate any incident that occurs.
  • Receipt of trouble tickets through the KISAM system.
  • Execution of problem determination and resolution.
  • Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.
  • Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
  • Perform peripheral repairs and maintenance.
  • Provide informal customer instruction and confirm customer satisfaction.
  • Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
  • Review and provide comments and advice for invoice charges from mobile device vendors to assure accuracy of information
  • Monitor IT Wireless Smartphone mailbox and resolve issues
  • Identify users and reconfigure their apps during migration from on premise Exchange Server based mailboxes to Exchange Online.
  • Assign new app configurations to users at the time their mailboxes get migrated
  • End-User mobile connectivity to Exchange Online mailboxes support
  • Preparing and consolidating customer requests
  • Troubleshooting iPhones with customers
  • Updating Asset Records
  • Maintain, review and update vendor information spreadsheets
  • Track delivery of Smartphone orders
  • Send email notifications
  • Consolidate cancellation of service and employee separation KISAM tickets
  • Create shipping labels via CampusShip
  • Check for aged KISAM tickets or higher priority tickets
  • Prepare and maintain Business Service Plan (BSP) reports
  • Manage and review the quarterly UNS catalog
  • Maintain, review and update the Knowledge Articles, IT4U and the SharePoint site
  • Attend all weekly/staff meetings
  • Customer support working KISAM tickets to closure
Deployment Support includes:
  • Provide on-site support for delivery of new devices such as iPads, smartphones, hot spots, and supplemental support as needed for remote, delivery, and provide prompt and professional resolution of end-user incidents and problems.
  • Provide end-user support and troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents.
  • Receipt/asset control of systems for deployment.
  • Execution of pre-capture checklist required to assure success of the Altiris Deployment Solution capture activity.
  • Set up replacement workstation at user location.
    • Test and confirm customer satisfaction.
    • Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
    • Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket
    • Remove and execute asset control procedures to excess the refreshed target system.
    • Clean-up UEM server accounts
  • Manage iOS updates and provide status update
     
Essential Skills, Experience, and Certifications:
  • US Citizenship is a requirement of this position in accordance with 8 U.S.C. § 1324b(a)(2)(C)
  • 2 to 5 years of Customer Support Experience
  • 2 to 5 years' experience with iPhone Troubleshooting/BlackBerry UEM Experience
  • SharePoint 2016 Experience
  • Exceptional oral and written communication
  • Proficient in MS Office 365, MS Teams and MS Intune (Microsoft Intune is a cloud-based service that focuses on mobile device management (MDM) and mobile application management (MAM).)
  • Excellent Time Management skills
  • Proactively develops and maintains strong knowledge of information systems and their related components, and makes recommendations to improve the reliability, scalability, performance, or security of these systems as appropriate. Leverages technology to automate manual tasks and seeks to improve efficiency wherever practicable and appropriate. Makes recommendations for process improvements.
  • Accountable for meeting assigned project objectives including timelines and budgeting. Projects may be of moderate to advanced complexity.
  • Receives goals and overall objectives from Management and assists in establishing and implementing the methods to attain them.
     
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands: While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.
  • Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.
 
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
 
 
Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.

Please click here to review your rights under EEO policy.
 
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com.

Job Requirements

 
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Help Desk Specialist | iPhone/Unified Endpoint Management (UEM) Apply now