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Mobility Support Specialist
Ref No.: 17-04678
Location: Washington, District of Columbia
Mobility Support Specialist
Washington, DC

Position Overview:

The purpose of the Global Remote Access Unit is to provide mobility and remote access solutions, training, and support to Bank and IT staff. Using BMC Remedy software, the unit tracks and responds to requests from Bank staff. Moreover, creating and maintaining technical documents and Standard Operating Procedures and filing those documents in WBDocs will ensure consistent records management of the procedures and processes the unit provides.

Essential Job Functions:

• Act as point of contact for GRAS maintenance issues with GSD facility
• Answer the GRAS service phone line
• Greet clients who visit the GRAS center and have them sign-in and complete required paperwork and escort to analyst for service
• Print all required end user guides and documents
• Maintain inventory of adapters provisioned for remote access traveling staff
• Ship SecurID tokens to offices globally
• Ship mobile devices to offices globally
• Issue Quarterly Mobile Services newsletters and Update Mobile Services website
• Configure mobile devices for Bank email, calendar, and contacts (including Blackberry, Apple, and Android devices)
• Troubleshoot for existing and new issues on mobile devices
• Configure devices to wifi network
• Configure remote access on mobile devices
• Assist clients in SecurID token provisioning process and troubleshoot connectivity issues
• Provide training on use of SecurID token and mobility related client training

Educational Qualifications and Experience:

• Education: Associate's degre
• Role Specific Experience: 2+ years of experience in Customer Support (mobility services area preferred)

Required Skills/Abilities:

• Strong organizational skills
• Excellent interpersonal and customer service skills
• Strong communication skills, both verbal and written
• Strong organizational skills
• Ability to multi-task and willingness to learn new skills