Job DescriptionWhat You Will Be Doing:- Providing Tier 1/Tier 2 support of the operations and sustainment of all customer mobile/personal IT devices/accessories to include the total life cycle management and other activities as assigned
- Providing exceptional customer service to individuals visiting the PITED store, including greeting customers, answering phones, and assessing their needs.
- Assisting with all functions within the PITD store in compliance with policies and procedures.
- Demonstrating effective handling of patient situations, including upset/dissatisfied customers, and working with other teams as needed to efficiently and effectively resolve customer needs.
- Processing hardware requests and completing administrative work for asset accountability.
- Configuring smartphones with unclassified email and other mission essential applications.
- May require after hours/weekend support in support or mission, program, and special projects.
- Imaging laptops and installing specialized software as requested, adhering to standardized configurations.
- Provisioning RSA tokens to new customer employees and contractors, ensuring secure access to systems.
- Providing technical support to users, resolving hardware and software issues efficiently and effectively.
- Configuring smartphones with unclassified email and other mission-essential applications, adhering to security protocols.
- Monitoring the Mobile Device Management (MDM) system for compliance, proactively identifying and resolving issues.
- Managing and tracking the AT&T account, ensuring correct features are enabled, controlling excessive charges and unauthorized connections.
- Processing hardware requests, ensuring timely fulfillment and accurate documentation.
- Maintaining meticulous inventory control, tracking IT assets throughout their lifecycle.
- Performing administrative tasks related to asset accountability, ensuring compliance with customer policies.
- Supporting the life cycle management of all customer PITD Assets, including sustainment, end-of-life (EOL) activities, and recapitalization activities.
- Maintaining accurate and organized records related to IT assets, user accounts, and security protocols.
Required SkillsMust Have:- MUST HAVE a Current and Active Top Secret SCI with Polygraph, as the customer is NOT sponsoring clearances.
- DoD 8570 - CompTIA Security+ certification.
- Bachelor of Science degree (Computer Science, Information Systems, or Business is preferred) or experienced System Administrator with 3-5 years' experience in related field.
- Experience using Microsoft Intune.
- Solid understanding of Windows operating system administration, including user account management, software installation and configuration, and troubleshooting common issues.
- Proficient in using and supporting Microsoft Office applications (Word, Excel, PowerPoint, Outlook), including troubleshooting common problems and providing end-user assistance.
- Ability to quickly and effectively analyze and resolve technical issues under pressure, ensuring minimal disruption to operations.
- Meticulous and thorough in all tasks, ensuring accuracy and minimizing errors to maintain high-quality results.
- Excellent ability to translate complex technical concepts into easily understandable terms for non-technical users, fostering clear communication and user empowerment.
- Highly organized and efficient in managing time and prioritizing tasks to consistently meet deadlines and achieve optimal productivity.
- Ability to deliver exceptional customer service through clear, concise, and empathetic communication, building strong relationships and ensuring customer satisfaction.
- Professional, energetic, and positive attitude.
- Excellent written and verbal/interpersonal communications skills.
Additional DetailsCompensation & Benefits: This position has an anticipated salary range of $106,250 - $143,750 per year. Actual compensation will be determined based on factors including experience, qualifications, skills, education, certifications, and business needs. Crimson Phoenix offers a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) with company match, generous paid time off, company-paid life and disability insurance, tuition reimbursement, professional development opportunities, employee recognition programs, and additional wellness and work-life benefits.
U.S. citizenship and the ability to obtain or maintain a security clearance may be required for certain positions.
