Join a team responsible for delivering secure, reliable mobile communications that support mission-critical government operations. As a Mobile Wireless Technician, you will provide exceptional customer support while managing the full lifecycle of enterprise mobile devices for a large federal organization. You'll play a key role in ensuring personnel have the mobile capabilities they need to accomplish their mission, supporting thousands of wireless service requests each month.
Key Responsibilities
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Provision, configure, deploy, replace, deprovision, archive, and manage enterprise mobile devices including smartphones, tablets, MiFi hotspots, and SIM-only devices.
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Deliver and exchange mobile equipment across multiple customer locations while ensuring devices are configured and operational before issuance.
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Manage wireless service requests throughout the device lifecycle using major carrier management portals (AT&T, Verizon, and T-Mobile), Apple Business Manager, Mobile Device Management (MDM) platforms, and enterprise asset management tools.
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Configure user accounts, activate new devices, modify service plans, troubleshoot hardware and software issues, and provide end-user training and technical support.
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Support approximately 2,400 monthly mobile service transactions while maintaining high levels of customer satisfaction and operational readiness.
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Perform mobile data retention and archival activities using industry-standard forensic tools, supporting device refreshes, records recovery, and secure data preservation.
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Execute secure device sanitization and disposition procedures, including removal of security locks, enterprise enrollment, activation services, and user data prior to retirement or reassignment.
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Monitor wireless service events, outages, and operational issues; document incidents within ServiceNow and support incident management activities through resolution.
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Track wireless utilization trends and provide reporting to support operational planning and service optimization.
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Maintain accurate asset accountability by completing property transfer documentation and updating enterprise asset management systems in accordance with organizational policies.
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Coordinate warranty repairs with device manufacturers, including diagnostics, repair tracking, testing, and validation before returning equipment to service.
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Support enterprise cybersecurity requirements by ensuring mobile devices remain compliant with security configuration baselines and applicable government cybersecurity standards.
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Work collaboratively with internal support teams, service providers, and vendors to ensure timely delivery of mobile communications services.
Requirements
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Active Secret Security Clearance.
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Strong customer service skills with a commitment to delivering a positive end-user experience.
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Excellent analytical, troubleshooting, and problem-solving abilities.
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Ability to prioritize multiple tasks and perform effectively in a fast-paced operational environment.
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Strong written, verbal, and interpersonal communication skills.
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Experience researching and resolving hardware, software, and mobile device issues.
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Ability to communicate technical concepts to both technical and non-technical users.
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Self-motivated, detail-oriented, and capable of working independently.
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Collaborative team player with a strong sense of ownership and accountability.
Education (preferred, but not required)
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Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education, certifications, and professional experience.
Experience
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Three (3) or more years of experience supporting enterprise mobile communications, wireless device management, desktop support, or a similar IT operations role.
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Experience supporting federal government or Department of Defense environments is preferred.
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Experience with Mobile Device Management (MDM) platforms, Apple Business Manager, ServiceNow, enterprise asset management systems, and commercial wireless carriers is highly desirable.
