AssocITSpec - ITUserSuppt

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-spo nsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.ma ximus.com .

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS145, T1, Band 4

What You Will Do:

The Mobile Support Specialist is responsible for troubleshootin g mobile devices for end-users, conduct inventory, streamline, and implement mobile deployment processes, monitor Mobile device tickets, and help test applications, Hardware, and other solutions. You're a great fit if you: Use mobile devices, enjoy troubleshootin g mobile devices, testing new mobile devices, and documenting processes are passionate about solving Mobile Device technical issues, learning about technology, and identifying process improvements. This position May also be assigned to staff the Service Desk based on department and coverage needs.

Responsibiliti es:

• Administers the mobile device management system and associated vendor-specifi c "app stores". Administers Office 365 device connectivity.
• Provisions new devices, deploys apps, and maintains security and configuration settings.
• Deploy and track all mobile device shipments. Collect, decommission, and dispose/surplu s of all retired mobile devices.
• Provides administrative support for inventory collection, security updates, and maintenance.
• Maintains reports for tracking device deployments, software licenses, customer usage, and compliance with security baselines.
• Maintains a close working relationship with vendors to identify and solve problems with Service.
• Provides customer support via phone, live chat and e-mail to user community.
• Serves as the first point of contact for incident and service request processes.
• Conducts troubleshootin g of iPhones and iPads.
• Experience supporting remote workforce via Wi-Fi, Broadband and VPN's in an enterprise setting
• Uses expertise in customer service and technical knowledge to resolve issues surrounding usage and training of Applications and Hardware
• Maintains current knowledge of relevant technologies.
• Works in a call center environment logging all contacts within a call tracking system.
• Resolves simple to mildly complex problems on the initial call and in cases where this is not possible insures the issue is escalated to second or third tier
• Develops and uses knowledge base documentation.
• Adheres to and maintains processes, procedures, policies, and job aids.
• Provides an exceptional level of customer service.
• Works under little supervision on day-to-day operations
• Participates in special projects as required.
• Must be willing to travel between Pittsburgh and Morgantown when needed.
• Must be flexible with schedule to meet customer needs.

Required Skills:

• Applicants must be able to obtain and maintain a Government sponsored Public Trust Clearance. If hired, must be able to provide proof of US Citizenship.
• 1+ year experience with iOS devices in a customer facing environment.
• 1+ year experience in Microsoft Intune managing devices. With experience in creating policy sets a plus.
• 1+ year Knowledge/expe rience in troubleshootin g first level IT issues.
• 1+ year experience supporting end users through chat, email, face-to-face or over the phone. Desired Skills:
• Associate degree in information technology or equivalent experience in a mobile device environment.
• Experience with Microsoft Azure AD
• Proficiency in Windows and iOS.
• Good written and verbal communication.
• Strong analytical and problem-solvin g skills.
• Ability to maintain professionalis m always and work independently or with a team.
• Ability to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to quickly grasp and adapt to new concepts, technologies, and environments.
• ITIL Foundations certification a plus
• Experience with Service Desk tools such as ServiceNow etc. a plus

Minimum Requirements

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS145, T1, Band 4

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.