Mobility Analysts, Mobility Engineers, VTC Analysts & Senior VTC Engineers (CBP)

Agile Defense•Ashburn, VA

4d•Onsite

About The Position

U.S. Customs and Border Protection runs continuous operations across more than 300 land, air, and sea ports of entry, plus Border Patrol stations and the Air and Marine Operations Center. Most of the people doing that work are nowhere near a help desk. They are at a checkpoint, in a vehicle, at a remote station, or on a call connecting sites hours apart. When a device will not enroll or a room system will not join, nobody walks down the hall to get it fixed, and the work waits. We are hiring on two tracks. Mobility covers the devices people carry and the platform that manages them. VTC and unified communications covers room systems, conferencing platforms, and the calls that hold a distributed organization together. You will work alongside network engineers, cloud engineers, security staff, and field deployment teams, because most of what breaks here breaks at a seam between them. One thing is worth knowing before you apply. These roles sit close to the people who use the equipment, and the balance between hands-on support and engineering varies by role and by week. Whichever side you lean toward, this work gets judged on whether somebody in the field can do their job, not on how the design looks on paper.

Requirements

Active CBP Background Investigation (CBP BI) and EOD strongly preferred. We can begin processing for candidates who do not hold one.
U.S. Citizenship required
You have supported an endpoint or conferencing estate where the users could not come to you.
You have run a device management platform at scale, including enrollment, policy, and update rollout.
You have made conferencing work over constrained or unreliable network paths, and can describe what you changed to get there.
You have supported events where a failure would have been visible to leadership, and can say what you do differently to prepare for one.
You hold an active CBP BI, a fitness determination at another DHS component, or an active DoD clearance. Any of these shortens your start date.
You have worked where device configuration is governed by security policy rather than by what would be convenient for users.
You work across more than one vendor's platform and are not dependent on a single management console.

Responsibilities

Keep devices and rooms working for people who cannot walk to a help desk
Issues get resolved without the user explaining the same problem to three people.
Problems at remote sites get solved remotely, or the site visit is planned rather than reactive.
Somebody reporting a problem in non-technical terms gets an answer they can act on.
Recurring failures get traced to a cause and closed, rather than reset and re-reported the following month.
Cut the number of problems that reach a user at all
Enrollment, provisioning, and updates happen without somebody touching each device.
Configuration standards exist for endpoints and room systems, and what is deployed matches them.
Capacity, licensing, and lifecycle get handled before somebody is blocked by one of them.
Make the supported tools good enough that people stop working around them
Users pick the supported device and the supported conferencing path because it works, not because policy tells them to.
Requests for exceptions and one-off configurations fall, because the standard build covers the need.
Where a workaround exists, you can say why, and either remove the cause or record it as a known limit.
Mobility Analyst: You work device, enrollment, and access issues inside established standards. You decide what you can resolve and what needs engineering, and you escalate before one user's problem becomes a site's problem.
Mobility Engineer: You own the mobile estate's configuration, its management platform, and how changes reach devices. You make routine policy calls yourself and bring the ones that change what users experience to a review.
VTC Analyst: You work conferencing and room system issues, including supporting events where a failure is visible to everyone on the call. You decide what you can fix in the moment and what needs a design change.
Senior VTC Engineer: You own how conferencing works across sites, including the parts that depend on the network and the cloud. You set the standards others deploy against and take the faults nobody has diagnosed yet.