Please READ before you apply:
Work Hours: Monday Thru Friday 8am to 5pm
Onsite Travel Required
After hour work in an emergency is required.
Must have experience working with Government entity
Our client is looking for a Contract Technical Business Analyst building and maintaining the database for 1:1 accountability for their Wireless solution using LTE sim cards, Hotspot, phones, and pagers. You will work closely with the following carriers: ATT, Spoke, T-Mobile and Verizon. This position will maintain the lifecycle of this equipment through deployment, upgrading and offboarding including legacy equipment previously issued. This position will develop a solution to identify Business Units (BUs) for each mobile account issued. This position will take over these responsibilities and make Wireless LTE assets a billable, trackable, auditable, and accountable service. This position will also work with the Desktop team to track out of warranty desktop and laptop equipment on the their network and schedule it for replacement by the PCaaS team.
Primary Roles and Responsibilities
- Technical Support
- Provide end-to-end coordination of cellular outages
- Provide hands on cellular support for users onsite as needed
- Contact their employees to schedule replacement of out of warranty equipment
- Work with PCaaS and Desktop Support teams as needed
- Gather/verify requestor contact information
- Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
- Triage and troubleshoot customer cellular issues with callbacks; Escalation point as Tier 3 Support
- Perform call-backs within target-response-times
- Monitor ServiceNow queue
- Update/escalate tickets as appropriate
- Monitor cellular systems for problems/alerts
- Determine cellular product equipment needs and make recommendation for purchases.
- Research technology solutions to address cellular product needs.
- Documentation – systems and processes
- Document, update, test, and publish processes/procedures for duties performed in role
- Participate in developing and testing knowledge management content (knowledgebase)
- Assist Desktop and Service Desk resources with knowledge management activities
- Training & Development
- Attend product training as deemed appropriate
- Maintain awareness of their IT quality programs and standards
Minimum (Required):
* Graduation from an accredited four-year college or university with a degree in Business or Management, Engineering, computer science, computer information
systems, or management information systems. Experience may substitute for education up to four (4) years.
* 4 Years of experience with the following:
– Worked with a government entities business practices and relevant business needs
– Provide professional technical customer service to users.
– Schedule, document, and close work orders via support software
– Proficient in Microsoft Outlook, Excel, Word, Project, Power Point, SharePoint, and Visio, WebEx
– Proficient in change management methodologies
– Proficient in presenting to multiple levels within an organization
– Valid Texas Class C Driver License.
Preferred (Optional):
* 3 year of experience with the following:
– Experience with projects related to inventory control, including but not limited to: LTE, Desktop, Laptop and Software
– Experience working with remote teams
– Experience with LanSweeper
– Experience tracking and monitoring a company’s technology asset inventory
– Familiarity in working with a utility entity
– Experience with ServiceNow