Mobile Support Technician

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.

As a Mobile Wireless Technician, you will work with Technical SMEs to support, maintain and service approximately 10,000 mobile users as part of the 255-member Service Delivery Team. This role is focused on operating, managing, and updating iPhones and Android Mobile Phone Devices. The candidate will respond to helpdesk tickets and provide timely, accurate, and professional resolution to technical issues. The candidate must also have the ability to effectively work under time constraints in a highly visible, fast-paced, and rapidly changing environment.

Highlights of Responsibilities:

Provides support in the translation of business requirements into telecommunications requirements, designs and orders.
• Provide telecommunications support to the End User and mobile network provider
• Provides hardware and software installation and configuration support by troubleshooting and resolving issues on Apple and Android devices; this includes but is not limited to mobile device operating systems, software updates and a range of software applications; escalating incidents or problems when necessary.
• Configure mobile device settings, profiles, and policies on new devices to meet organizational requirements; provide team Trainer with needed updates to Work Instructions
• Obtain End User signature on DD1150 form for new device issuance and enter into the ticket system to insure property accountability.
• Accurately record, update and document all activities in the ticketing system
• On a daily basis 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
• Be knowledgeable of and be able to meet or exceed applicable service level agreements and performance metrics such as ticket resolution quota, ticket hygiene, etc.

Requirements:

• 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.

Desired:

• 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

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 50 pounds

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.