Mobile Wireless Technician (Mid-Level)

Empower AI Mobile Wireless Device Management

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. The result is a government workforce that is exponentially more creative and productive.

Responsibilities

Highlights of 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.

Qualifications

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.

Education and Experience:

• Required Education: Bachelor's degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
• Required Experience: 3 or more years of professional experience supporting a similar role.
• Experience supporting a DoD or J6 customer is a plus.
• Certification:
• ITIL v4 Foundations, CompTIA Security+
• Preferred:
• CompTIA A+, MDM platform certification, Apple Certified Support Professional

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
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weights up to 50 pounds

About Empower AI

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.