Mobile Wireless Technician (Mid-Level)

Overview

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.

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

• 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

Pay

Pay Band Min USD $60,780.00/Yr. Pay Band Max USD $91,170.00/Yr.