Field Tech II Mobility - Military veterans preferred

2022-01-03
ManTech (www.mantech.com)
Other

/yr

  full-time   employee


Altadena
California
91001
United States

All ManTech employees will need to meet the requirements set forth in Executive Order 14042 and the Safer Federal Workforce Task Force Guidance requiring all covered contractor personnel to be fully vaccinated against COVID-19.

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Field Tech II. Mobility

The role of the Field Tech is to provide IT Support in a heterogeneous environment Windows, and Mac with a high focus on problem resolution and customer service.  The Field Tech will be responsible for resolving a range of request and meeting customer satisfaction and continuous service delivery demands.  IT Support is a dynamic and fast-paced environment which offers “walk-up” support for laptops, mobile devices, password resets/synchronizations software issues in addition troubleshooting, monitoring and management of the enterprise Mobile Device back-end infrastructure, managing the implementation and working with manufacturers, service providers, and mobile carriers as needed provisioning.

Main Duties and Responsibilities:

  • Resolve a broad range of technical issues in support of customer’s computer and mobile hardware, software and network related issues.
  • Install, configure and troubleshoot software
  • Maintain and updates records and tickets using ServiceNow
  • Provide support on an as needed basis outside of normal business hours
  • Alert management to any issues that may require escalation with details of the situation
  • Assist with day-to-day enrollment/provisioning/monitoring of devices; Assist with configuration and roll-out of devices for agency
  • Full life-cycle Managed Mobility Services including procurement, staging and kitting
  • End-to-end responsibility for mobile device life cycle management business including
  • Monitor and track incidents and trouble calls in current ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time •
  • Update all assigned tickets capturing troubleshooting activities and resolution • Resolve escalations from the IT Service Desk and handle client support requests as well as take ownership of product issues and ensuring closure is achieved.
  • Excellent customer service skills • Ability to prioritize among multiple, competing requests • Must be a self-starter with strong organization skills
  • Effectively communicate with all levels of internal management

Skills:

  • Windows 10
  • Apple 10.15 Catalina and 11 Big Sur
  • Familiar with Apple Jamf
  • Experienced with the enterprise Mobile Device Management (MDM) is plus
  • Experienced with managing computers in an Active Directory environment
  • Solid understanding of networking (wired/wireless)
  • Ability to think creatively to troubleshoot and develop solutions
  • Familiar with PIV (Personal Identification Verification)

Experience/Education:

5+ years of experience in a computer hardware environment, or the equivalent combination of formal education, training, and experience • Degree in a computer-related field, MIS, IT, or related field skills, or the equivalent combination of training and experience • Must have  knowledge of mobile computing and telephony, including but not limited to device management and deployment, understanding application and operating systems (Window, iOS, and Android platforms) • Excellent English oral, written and listening communication skills • Excellent analytical and problem-solving skills. Proficiency with Microsoft Office Suite • Experience with IT Service Management Software • Strong organizational skills • Strong customer service skills C. HIGHLY DESIRABLE: • Intune Mobile Device Management (MDM) • ServiceNow Incident Management experienced desired but required.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

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