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

Agile Defense•Ashburn, VA

11h•Onsite

About The Position

U.S. Customs and Border Protection (CBP) requires continuous operations across more than 300 land, air, and sea ports of entry, plus Border Patrol stations and the Air and Marine Operations Center. This role supports personnel who are often not near a help desk, requiring remote solutions for device and system issues. The work is divided into two tracks: Mobility, focusing on devices and their management platform, and VTC (Video Teleconferencing) and unified communications, covering room systems, conferencing platforms, and distributed communication. The roles involve collaboration with network engineers, cloud engineers, security staff, and field deployment teams, as issues often arise at the intersection of these disciplines. The success of this work is measured by the ability of field personnel to perform their jobs, rather than solely by design specifications.

Requirements

Supported an endpoint or conferencing estate where users could not come to the support personnel.
Run a device management platform at scale, including enrollment, policy, and update rollouts.
Made conferencing work over constrained or unreliable network paths and can describe the solutions.
Supported events where a failure would have been visible to leadership and can describe preparation methods.
Held an active CBP BI, a fitness determination at another DHS component, or an active DoD clearance.
Worked where device configuration is governed by security policy.
Worked across more than one vendor's platform and not dependent on a single management console.

Nice To Haves

Active CBP Background Investigation (CBP BI) and EOD strongly preferred.
Active CBP BI for $10,000 signing bonus.

Responsibilities

Resolve device, enrollment, and access issues within established standards.
Escalate issues before a single user's problem impacts an entire site.
Own the mobile estate's configuration, management platform, and update rollouts.
Make routine policy decisions and bring significant user-impacting changes to review.
Support conferencing and room system issues, including during events where failures are widely visible.
Determine immediate fixes versus design changes for VTC issues.
Own how conferencing works across sites, including network and cloud dependencies.
Set deployment standards for others to follow.
Diagnose and resolve complex, undiagnosed faults.