Mobile Support Technician

NCI Information Systems-posted 9 months ago
Full-time
Arlington, VA
Professional, Scientific, and Technical Services
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Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai. Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

  • Work with Technical SMEs to support, maintain and service approximately 10,000 mobile users as part of the Service Delivery Team.
  • Operate, manage, and update iPhones and Android Mobile Phone Devices.
  • Respond to helpdesk tickets and provide timely, accurate, and professional resolution to technical issues.
  • Support in the translation of business requirements into telecommunications requirements, designs and orders.
  • Provide telecommunications support to the End User and mobile network provider.
  • Provide hardware and software installation and configuration support by troubleshooting and resolving issues on Apple and Android devices.
  • Configure mobile device settings, profiles, and policies on new devices to meet organizational requirements.
  • Obtain End User signature on DD1150 form for new device issuance and enter into the ticket system.
  • Accurately record, update and document all activities in the ticketing system.
  • Communicate with customers and team members utilizing several mediums, including in person, telephone, Microsoft Teams and Email.
  • Provide basic training to end-users on mobile device usage best practices and procedures.
  • Meet or exceed applicable service level agreements and performance metrics.
  • Active Top Secret security clearance w/SCI Eligibility.
  • Bachelor's Degree or equivalent related experience.
  • Current DoD 8570 IAT Level II certification: CCNA Security, CySA+, Security+ CE, etc.
  • Strong organizational and time management skills.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Keen attention to detail.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Familiarity with ticketing systems required, ServiceNow systems would be an asset.
  • Team-oriented and skilled in working within a collaborative environment.
  • ITIL v4 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support.
  • Hands-on experience working with ServiceNow and BMC Remedy ticket systems.
  • Prior work experience in a fast-paced DoD environment.
  • Understanding of Mobile Device infrastructure concepts, to include MDM, provisioning and de-provisioning of devices.
  • Understanding of Mobile Iron.
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