Help Desk Specialist | Must have iPhone support experience

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Help Desk Specialist | iPhone Support

Security Clearance required: Must be able to pass a federal background Investigation and obtain a Public Trust
Location: Lanham, MD
Remote flexibility: 80% remote

Position Summary: Provide support for User and Network Services (UNS)/Unified Communications (UC) Enterprise Wireless and Voice Services. Support services include administrative, technical, and operational IT support for programs including but not limited to Microsoft Teams Mobile, O365 Mobile and Apple -based products to include Apple iPhone, Apple iOS and Apple Business Manager. This support shall include resolving customer problems associated with IT projects within the Enterprise.

Position Responsibilities:
Incident Management Support includes:

• Provide iPhone Customer Service and Audio Services Transition.
• Provide on-site support for incident management by delivering professional resolution of end-user incidents and problems.
• Provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents.
• Unified Communications is intended to provide "physical touch deployments of hardware and software, but there are times when deskside technicians shall use remote tools to remediate any incident that occurs.
• Receipt of trouble tickets through the ticketing system.
• Execution of problem determination and resolution.
• Provide timely updates in the ticketing system that is informative of the work performed on the assigned ticket.
• Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
• Perform peripheral repairs and maintenance.
• Provide informal customer instruction and confirm customer satisfaction.
• Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
• Review and provide comments and advice for invoice charges from mobile device vendors to assure accuracy of information
• Monitor IT Wireless Smartphone mailbox and resolve issues
• Identify users and reconfigure their apps during migration from on premise Exchange Server based mailboxes to Exchange Online.
• Assign new app configurations to users at the time their mailboxes get migrated
• End-User mobile connectivity to Exchange Online mailboxes support
• Preparing and consolidating customer requests
• Troubleshooting iPhones with customers
• Updating Asset Records
• Maintain, review and update vendor information spreadsheets
• Track delivery of Smartphone orders
• Send email notifications
• Consolidate cancellation of service and employee separation tickets
• Create shipping labels via CampusShip
• Check for aged tickets or higher priority tickets
• Prepare and maintain Business Service Plan (BSP) reports
• Manage and review the quarterly UNS catalog
• Maintain, review and update the Knowledge Articles, IT4U and the SharePoint site
• Attend all weekly/staff meetings
• Customer support working trouble tickets to closure

Deployment Support includes:

• Provide on-site support for delivery of new devices such as iPads, smartphones, hot spots, and supplemental support as needed for remote, delivery, and provide prompt and professional resolution of end-user incidents and problems.
• Provide end-user support and troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents.
• Receipt/asset control of systems for deployment.
• Execution of pre-capture checklist required to assure success of the Altiris Deployment Solution capture activity.
• Set up replacement workstation at user location.
  • Test and confirm customer satisfaction.
  • Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
  • Provide timely updates in the ticketing system that is informative of the work performed on the assigned ticket
  • Remove and execute asset control procedures to excess the refreshed target system.
  • Clean-up UEM server accounts
• Manage iOS updates and provide status update

Essential Skills, Experience, and Certifications:

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States. In accordance with 8 U.S.C. 1324b(a)(2)(C) , Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
• 2 to 5 years of Customer Support Experience
• Must have at least 2 years' recent (within the last 3 years) experience with iPhone 7-11 or iPhone Pro Troubleshooting and technical support
• SharePoint 2016 Experience
• Experience with a ticketing system like Remedy or KISAM.
• Exceptional oral and written communication
• Proficient in MS Office 365, MS Teams and MS Intune ( Microsoft Intune is a cloud-based service that focuses on mobile device management (MDM) and mobile application management (MAM). )
• Excellent Time Management skills
• Proactively develops and maintains strong knowledge of information systems and their related components, and makes recommendations to improve the reliability, scalability, performance, or security of these systems as appropriate. Leverages technology to automate manual tasks and seeks to improve efficiency wherever practicable and appropriate. Makes recommendations for process improvements.
• Accountable for meeting assigned project objectives including timelines and budgeting. Projects may be of moderate to advanced complexity.
• Receives goals and overall objectives from Management and assists in establishing and implementing the methods to attain them.

 

Physical and Mental Job Requirements:
Listed below are the physical or mental requirements necessary in the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

• Prolonged periods of computer desk work.
• Dexterity of hands and fingers to operate a computer keyboard, and other computer components.
• Speaking and hearing sufficient to converse and understand conversations, both in-person, and during telephone and virtual meetings.
• The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision making, problem-solving, and comprehending.
• Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
• Mental aptitude to respond appropriately in high pressure situations or deadline driven environments.
• Maintain a professional emotional response when working with others.

Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses

Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.

Please click here to review your rights under EEO policy.

If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com .