Soft Tech Consulting, Inc., a fast growing federal contractor, is seeking a Tier III Mobile Device Support Specialist with advanced work experience in supporting applications on mobile devices for a broad spectrum of mobile operating systems (i.e. Apple iOS, Android OS, Windows 8/10 Mobile, etc.). The location is in Washington D.C. Soft Tech offers a competitive compensation and benefits package.
NOTE: REQUIRES US CITIZENSHIP
MUST HAVE A TOP SECRET CLEARANCE
•Recommend to the Program Manager patches, upgrades, and expansions based on requirements to resolve any Tier 3 troubleshooting or to address FBI Security mandated Plans Of Action and Milestone (POAM) items.
•Interact and coordinate solutions with the FBI designated messaging support team, network team, and server team to resolve any Tier 3 troubleshooting requirements affecting enterprise mobile devices.
•Create, manage, and modify FBI MDM IT policy as mandated by the FBI.
•Assist in the documenting and maintaining all enterprise administrative technical documentation requirements, processes, and architecture diagrams. Documentation will be housed on the designated MS SharePoint library. The types of system and databases used to maintain the current data sets includes, but are not limited to, Excel export/import files, SharePoint intranet sites and lists, SharePoint Message Boards, Word Documents, Adobe PDF Documents, and Microsoft PowerPoint files to create enterprise training and architecture diagrams.
•Provide advanced troubleshooting and problem resolution proficiencies of the MDM solution in regards to monitoring, upgrading, Service Packs and patches, security patching, disk space management, backup, restore, reboots, networking connectivity, etc within the following disciplines:
•Server OS (Windows, etc)
•Database Server (SQL, Oracle, etc
•MDM Software Application
•FBI Messaging System (i.e. MS Exchange)
•Enterprise Network troubleshooting
•Virtual Instance of enterprise server hosts
•Manage all enterprise, MDM, and FBI messaging user accounts to include, but not limited to:
•Reconcile aged end user MDM accounts
•Reconcile MDM end user account group
•Provide advanced troubleshooting and problem resolution proficiencies in the following:
•Mobile Device Hardware from multiple vendors such as Apple, Samsung, HTC, Motorola, etc.
•Mobile Device Software Operating Systems from multiple vendors such as iOS, Android, Windows Mobile, etc.
•Corporate Enterprise MDM management software, specifically, AirWatch
•Use server monitoring tools and reporting as requested from the FBI to support the enterprise in a high availability perspective.
•In accordance with Transition Plan and subject to deployment period schedule, Tier 3 contractor shall initially support the FBI's current MDM infrastructure and be capable of transitioning support to a new MDM infrastructure with any future FBI mobile device changes. This could require the contractor to support multiple MDM or hand-held devices during deployment periods.
•Identify trends and respond to problems caused by new patches or updates to Mobile Applications.
•Maintain access and awareness to the common storage location for the Mobile Application.
•Ensure Mobile Application support manuals aka response Playbooks are updated to reflect changes in the operational environment and inconsistencies or errors are documented.
•Ensure support materials including FAQs, concept of operations, call scripts and etc., are made available to the user community as directed by the MPO using custom created guides and internal SharePoint or similar sites for each mobile application.
•Maintain a revision history of the Mobile Applications. If required by the client, maintain a current version on the client's private mobile application store.
•Work with the Security Division to identify and communicate any Mobile Application concerns regarding security
•Coordinate and resolve security concerns with the enterprise Support and assist with product Certification and Accreditation processes.
•Facilitate the specialized support and configurations of mobile apps related to any 508 Compliance accommodations, and identify improvements and innovative solutions to present to the MPO for implementation.
•Maintain constant information about the status of the product: version currently in use; how many licenses are owned; cost of maintenance; cost of new licenses, enhancements, upgrades; date current maintenance.
•Collect, consolidate, and assist in prioritizing new bug and enhancement requests to products and provide to MPO for the approval of these products.
•Top Secret clearance is REQUIRED
•3 - 6 years of experience managing mobile devices and software
•Intermediate to advance prior work experience in deploying and supporting mobile applications to enterprise mobile device operating systems, such as Apple iOS, Android OS, and or Windows OS
•Extensive experience with AirWatch mobile device software required
•Server Patching (Standard Microsoft patching experience)
•Server Administration (Maintaining standards and processes for managing thousands of end users devices and accounts within AirWatch)
•Advanced Server to Android Handheld Troubleshooting experience.
•Experience with Windows Server 2008 R2 or higher
•Experience with VMWare / VSphere
•Experience with Active Directory
•Experience providing application support to SaaS based services
•Experience troubleshooting connection problems and an understanding of Secure Socket Layer (SSL) and Transport Layer Security (TLS) protocol
•Ability to document standard Tier 3 SOPs, Knowledge Articles, and SharePoint Information
•Ability to integrate with Tier 2 team and provide cross training for troubleshooting Android handheld devices.
•High level of customer service experience for remote assistance
•Ability to physically participate in our smartphone upgrade projects
•Self-motivated and have people skills, effective communication skills, etc.
•Ability to be pro-active with resolving enterprise and handheld issues
•CompTIA A+ certification preferred
•CompTIA Mobility+ certification preferred
Soft Tech Consulting, Inc. is a woman and minority-owned small business headquartered in Chantilly, VA. With contracts in both the public and private sectors in the DC metro area and across the country, Soft Tech is an organization made up of highly successful and talented Information Technology professionals offering enterprise class solutions for any size organization at great value. Soft Tech’s mission is to help government organizations design, implement, and maintain mission critical Information Technology solutions. By focusing jointly on our employees and our customers, we are able to achieve our mission by providing each and every one of our customers with continuous quality customer support. Soft Tech Consulting, Inc is an Equal Opportunity Employer.