POSITION RESPONSIBILITIES
Note : All official drafts, documents, and recommendations, as listed below, must be reviewed, finalized, and approved / accepted by appropriate BPA manager or other federal personnel with the authority to do so.
Administrate Microsoft Intune and VMware Workspace ONE services :
Console user permissions, groups, and privileges.
Performance monitoring and tuning.
Patch compliance monitoring and deployment.
Assist with application upgrades.
Research, design, and apply appropriate configuration settings for smartphone devices.
Phone groups, roles, role-based provisioning of services, and applications.
Create reports on various aspects such as utilization, compliance, rolls variance, etc. for review.
Work with other system component providers (networking, Server Ops, etc.) or the SaaS vendor to ensure correct operation of the UEM services.
Draft, edit, and update process and technical support documentation.
Utilize property management system (Sunflower) to record any IT equipment that arrives in or leaves the possession of the technician as required by BPA policy.
Troubleshoot calls from the IT Service Desk and start the resolution process, coordinating with other subject matter experts as required :
Solve technical issues in a professional manner or escalate in a timely fashion.
Supply rd tier / advanced technical support for smartphone devices.
Supply rd tier / advanced technical support related to desktop technologies.
Prioritize work with a focus on client satisfaction and follow through based on established procedures and guidance from BPA manager.
Provide on-call and backup support during established business hours for existing systems and functions. Location for on-call and backup support may be at BPA facilities or off-site.
Carry a BPA-supplied smartphone to accommodate scheduling, emergency, and on-call issues.
Understand the IT working environment sufficiently to explain technical issues and solutions to a wide range of technical and non-technical clients.
REQUIREMENTS
Education & Corresponding Experience (required on matrix)
An associate degree in computer / information technology (or related technical discipline) is preferred.
years of experience is required with an applicable associate degree.
years of experience is required without a degree or an applicable degree.
Experience should be in the computer / information technology or closely related field.
Required Technical Skills & Experience (required on matrix)
year of experience supporting smartphone devices.
year of experience with Microsoft Intune and VMware Workspace ONE.
year of experience with the following :
Provisioning smartphone devices in an enterprise environment.
Configuring settings to enable and administer system and software operational and security functions.
Change management practices and concepts to facilitate technical change to a large audience.
Configuration control practices and concepts to ensure a stable operational environment.
Excellent problem solving and troubleshooting skills with commercial off the shelf and in-house developed software applications and delivery tools.
Troubleshooting Microsoft Windows and Windows in an enterprise environment.
Preferred Skills & Experience (optional on matrix)
Microsoft Certified : Endpoint Administrator Associate.
ITIL V Foundations Certification.
Additional Requirements (not required on matrix)
Valid Driver's License is required.
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