Encantado Technical Solutions is currently seeking a Mobile Device Support Technician to support an IT program for the Department of Energy at Sandia National Laboratories.

Statement of work:

The Subcontractor shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. The Subcontractor shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the Subcontractor shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Location: NM

Charging Center: 9700

Tasks:

Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).

The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

Shall set up, repair, and maintain mobile equipment and software used by mobile authorized users (e.g., smartphones, tablets, mobile Wi-Fi adapters) and shall perform related services. These services include delivering technical and administrative support in conjunction with fulfilling the requirements for security, connectivity, and export-control compliance as defined by NTESS’s Laptops on Foreign Travel program.

* Will assist in the daily operation of AirWatch, VMWare Boxer, & Good to maintain security on mobile devices.

* Will be asked to pull web based reports from ICK, BAS, Air Watch, & Good, in order to report on the number of active & suspended devices on site that are in currently in production.

* Will assist in deploying/provisioning security & device management policies to all mobile devices for approved users.

* Will be asked to assist end users via telephone, e-mail, or by appointment with questions, problems & requests regarding mobile devices.

* Will train end-users on Mobile device technology.

* Will provide quarterly training to internal groups, as well as end user presentations.

* Will be required to stay current on industry and/or technology foundations in order to provide new, updated information to customers, and the IT Support Team, which may include personnel supporting Mobile Devices, Technical Development, the Help Desk, & Cyber Security.

* Will also participate in Pilot Programs & be involved in testing, as well as reporting (using Excel, Remedy, PowerPoint, etc.).

* Other duties as necessary.

Additional Requirements:

* A minimum of a high school diploma or GED is required to be considered.

* You should be trained in the prevailing operating system & hardware systems.

* Experience working in an IT service operation, using ITIL best practices

* Already possess formal customer service training, knowledge, & experience.

* Possess skills in coordinating & communicating with designated personnel or other third parties, concerning scheduling (including priority) & requirements so as to minimize the business impact on authorized users.

* Due to the nature of the work required, U.S. Citizenship is required.

Desired experiences & skills include:

* Any Mobile Device Certifications would be a plus.

* An Active Govt. Security Clearance would be highly desired.

Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 – $700 million Third-Party Telecommunications and Information Technology Support Services contract at Sandia National Laboratories. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.  

It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.