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