Mobile Wireless Technician (Mid-Level)

Empower AI Inc.•,

1d•Onsite

About The Position

Empower AI is seeking a Mobile Wireless Technician to support federal agency leaders in transforming their workforce. The company leverages its Empower AI Platform® to help clients achieve sustainable transformation, resulting in a more creative and productive government workforce. Empower AI has been recognized as a 2024 Military Friendly Employer, highlighting its commitment to hiring and supporting active-duty and veteran employees.

Requirements

Shall possess at the time of award a Secret security clearance
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Ability to conduct research into PC and software issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.
Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
3 or more years of professional experience supporting a similar role.
ITIL v4 Foundations, CompTIA Security+

Nice To Haves

Experience supporting a DoD or J6 customer is a plus.
CompTIA A+
MDM platform certification
Apple Certified Support Professional

Responsibilities

Performs initial provisioning, delivery, deployment, replacement, deprovisioning, data archiving, and management of unclassified mobile wireless devices including phones, tablets, MiFi, and SIM-only devices for J6 users.
Accepts and delivers mobile equipment at Pentagon, Mark Center, and Hampton Roads Suffolk (approximately 200 devices); deploys and provisions wireless communications equipment to users IAW J6 Wireless Services SOP.
Manages wireless user requests throughout their lifecycle using carrier portals (AT&T, Verizon, T-Mobile), Apple Business Manager, MDM Server, and MORFEUS; coordinates fulfillment with service providers and DISA.
Performs device troubleshooting, user training, account setup, service plan changes, and LCR management for approximately 2,400 monthly transactions.
Supports Mobile Data Retention/archive activities using Cellebrite; executes records recovery when reprovisioning or sunsetting devices (approximately 500 per month); supports data spillage remediation for approximately 75 devices per month.
Executes Buy Back Program device preparation steps: removes passwords/PINs/Activation Locks, removes from Apple Business Manager, unenrolls from MDM Server, removes MDM Locks, performs data archive, wipes device, and deactivates Find My iPhone/iPad.
Monitors wireless telecommunications events and outages; logs incidents in ServiceNow and initiates Incident Management procedures; tracks and reports monthly wireless usage trends.
Completes Asset Management Program requirements IAW J6 Asset Management Program SOP; submits DPAS-generated digitally signed DD Form 1150 within three business days of service fulfillment or property transfer.
Facilitates warranty repair with manufacturers; manages diagnostics, reporting, repair coordination, testing, and certification for defective mobile equipment.
Coordinates STIG compliance actions for devices and maintains carrier-independent approach to maximize service and coverage area IAW DODI 8500.01.