MOBILE DEVICE FIELD TECHNICAN

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.

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Description

Empower AI, is seeking a Mobile Device Field Technician to independently manage the full lifecycle of mobile communication devices within a region for a Department of War agency supported by an enterprise IT Customer Support Services program. The specialist administers the Government's Mobile Device Management (MDM) solution, onboards and supports users of NIPR smartphones, DoW Mobility Classified Capability-Secret (DMCC-S) devices, and satellite devices, enforces DISA STIG-based mobile security policies, and manages carrier vendor accounts including monthly billing reconciliation against active inventory. This privileged-user role sits at the intersection of end-user support, systems administration, cybersecurity compliance, and asset accountability, and produces the data the Government relies on for mobile budgeting and forecasting. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS AN ONSITE ROLE IN San Diego, CA WITH UP TO 50% OF TRAVEL INVOLVED.

JOB DUTIES:

• Administer the enterprise Mobile Device Management (MDM) platform: device enrollment, configuration profiles, application deployment, compliance policies, remote lock/wipe, and reporting, in accordance with DISA STIGs and agency mobile security policy.
• Manage the end-to-end lifecycle of mobile communication devices (NIPR cell phones, DMCC-S devices, satellite devices, tablets, hotspots), including procurement support, provisioning, user onboarding and training, refresh, and secure sanitization and disposition.
• Provide Tier II support for escalated mobile device incidents and requests, including activation, connectivity, email/application access, certificate and CAC/derived-credential issues, and hardware failures, following the Customer-Confirmed Ticket Closure process.
• Manage vendor accounts with mobile service providers: process activations, suspensions, plan changes, and international/roaming requests as approved; and serve as the technical liaison for carrier escalations.
• Reconcile monthly carrier billing against the active device inventory, identify and report anomalous usage, zero-use lines, and billing discrepancies, and deliver the Monthly Mobile Services and Billing Reconciliation Report.
• Maintain the authoritative mobile device inventory with 100% accountability, including asset tagging, custodian assignment, IMEI/serial tracking, and periodic physical inventories, and provide data for budget updates and forecasting.
• Ensure mobile devices and the MDM platform remain STIG-compliant, apply OS and firmware updates within policy timeframes, support vulnerability remediation and RMF evidence collection, and document configuration standards.
• Develop and maintain mobile device knowledge articles, user guides, and standard operating procedures; support Tier I enablement; and provide mobile inventory and compliance data to the Customer Support Metrics Dashboard.

REQUIREMENTS:

Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree). 7 years (education/experience) overall minimum required.

• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance (favorably adjudicated T5/T5R) to start; this is a Privileged User position.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level II baseline certification (e.g., CompTIA Security+ CE, CySA+, GSEC, SSCP, or CCNA-Security).
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience administering enterprise mobile devices and a Mobile Device Management platform (e.g., Microsoft Intune, MobileIron/Ivanti, VMware Workspace ONE, BlackBerry UEM, or a DoD-approved MDM).
• Experience supporting iOS and Android devices in an enterprise environment, including enrollment, configuration profiles, application management, and troubleshooting.
• Experience managing carrier accounts (e.g., Verizon, AT&T, T-Mobile) and reconciling wireless billing against inventory.
• Strong understanding of mobile security controls, certificate-based authentication, and DoD mobile security requirements.
• Experience maintaining asset inventories and producing accurate reports for management and finance.
• Strong customer service, organization, and communication skills.

DESIRED SKILLS:

• CompTIA Security+ CE, Microsoft Certified: Endpoint Administrator Associate, or MDM platform certification.
• Experience with DoW Mobility Classified Capability (DMCC-S), DMUC/Purebred derived credentials, and satellite communication devices.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Experience supporting Department of War (DoW), DoD, or Intelligence Community mobility programs.
• Familiarity with DISA STIGs for mobile OS and MDM, ACAS, and eMASS/POA&M processes.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Familiarity with wireless expense management tools and Power BI reporting.

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.