Job Title: Senior Mobility IT Support Specialist

Salary: $100000 per year

Location: Austin, TX

Client: Austin Energy

Duration: Long Term

Work Description:

• Communicates accurate and useful status updates
• Conduct research on software and hardware products and technology
• Performs advanced and escalated end-to-end technical support of field technologies utilizing industry best practices
• Performs systematic analysis for identifying and diagnosing faults and determining root causes
• Performs advanced system administration functions
• Tickets - IT target response/resolve times
• Touch base with each customer group daily
• Performs complex hardware, software, and applications support and preventative maintenance
• Ensure software updates (lifecycle management) and perform timely patching with minimal end-user disruption
• Review vulnerability reports, remedy non-compliance and note exceptions
• Test technologies per documented test plans (and develop not-yet-created test plans)
• Perform or coordinate timely hardware repairs, coordinating with IT business, vendors
• Manage/provision/reclaim equipment, spares, etc. per COA/AE policies and processes
• Update asset management system with inventory and asset changes per policy/process/training
• Coordinate with CTM Wireless to ensure timely service to AE business teams
• Participation in after hours on-call rotation

WORKER SKILLS AND QUALIFICATIONS (Required)

Minimum (Required): insert specific minimum skills for this Contract Position)

Years

Skills/Experience

8

8 or more years of experience providing end-to-end support of mobile users, devices, accounts, applications, and connectivity/communications. Relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected. Properly documents service records and manages customer expectations. Demonstrates awareness of standards and regulatory requirements related to assigned tasks.

Preferred (Optional): insert specific preferred skills for this Contract Position)

Years

Skills/Experience

8

Experience deploying and supporting end-to-end mobile users and technologies

3

Experience supporting mobile device lifecycle (image, configure, update, upgrade, reclaim)

5

Experience configuring and troubleshooting connectivity via enterprise tools such as NetMotion

5

Experience using ServiceNow or similar enterprise ticketing and knowledgebase system

3

Experience remotely updating/patching computers via SCCM or similar enterprise tools

3

Experience supporting mobile/field users

8

Experience documenting processes and procedures

5

Experience troubleshooting and supporting client/server solutions