Mobile Device Support / Systems Administrator

20230831-0002-01

Active Top Secret Clearance with Poly Required

 **salary is commensurate with education and experience**

Job Summary

The Sponsor’s office delivers critical needs at a fast pace to all of their incumbents and partners. The Sponsor is looking for a team of experienced resources to provide mobile devices support including but not limited to activation, configuration, setup, issuing, troubleshooting, providing resolution, maintaining and managing mobile devices inventory.

Responsibilities and Duties

• Travel to various Sponsor sites within the Washington Metropolitan Area to provide mobile device support, if required.
• Provide mobile device support to include but not limited to mobile phones, laptops, air cards, yubikeys, or RSA tokens requirements.
• Assist on mobile devices activation, setup, configuration, troubleshooting, and problem resolution on hardware and software issues.
• Work with the Sponsor’s Asset Management Team to PTI mobile devices.
• Collaborate with the Sponsor’s asset management team to track, maintain and manage mobile devices inventory.
• Assist customers with first time logon to new mobile devices.
• Interact with the appropriate service providers to resolve mobile devices issues.
• Update and maintain databases and records regarding component billing code and ownership of mobile devices.
• Track mobile devices throughout their lifecycle.
• Interact with appropriate Sponsor stakeholders, including Security personnel, to ensure the required System Security Plan (SSP) is approved for laptop requirements.
• Perform laptop build based on the approved SSP.
• Provide laptop support, to include but not limited to; fulfilling laptop requests, laptop account creation, performing regular security updates, performing laptop builds, loading software if requested, PTI’ing, and troubleshooting or resolving issues.
• Determine the cause of mobile device or laptop issues and explain best solutions to solve them.
• Document issues for further research and follow up.
• Work to resolve issues successfully and satisfactory.
• Provide mobile device end-user training.
• Use Sponsor’s enterprise IT incident ticketing tool to manage tickets (create, update, close) related to requests for support.
• The Team Lead shall serve as a working team lead in addition to performing mobile team duties and responsibilities.
• The Team Lead shall supervise mobile services team resources.
• The Team Lead shall generate ad-hoc reports.
• The Team Lead shall generate contractor staffing schedules ensuring there is adequate team coverage during operating hours from 0630 to 1800 EST.
• The Team Lead shall perform queue management ensuring all request tickets are assigned and worked by team members and fulfilled or resolved.
• The Team Lead shall collaborate with team members to identify and implement process improvements.
• The Team Lead shall track and provide performance metrics data on tasks and requirements that the team performed and fulfilled.
• The Team Lead shall develop, update, and maintain standard operating procedures (SOPs) and process documents.

Experience Needed:

• Citizenship: Must Be a US Citizen
• Existing Clearance Required: Active Top Secret SCI with Poly
• Demonstrated experience providing mobile device support to include mobile phones, laptops, air cards, and tokens.
• Demonstrated experience using enterprise tools or ticketing systems to document and track requests and requirements.
• Demonstrated experience working to resolve issues and provide problem solutions while adhering to security policies and plans.
• Demonstrated experience imaging and re-imaging laptops.
• Demonstrated experience loading software onto laptops.

Additionally the Contractor Team Lead should have the following required skills, certifications and demonstrated experience:

• Demonstrated experience developing, updating, and maintaining Standard Operating Procedures (SOPs).
• Demonstrated experience developing and implementing process changes and improvements to enhance team effectiveness. 
• Demonstrated experience leading a team of personnel providing IT systems support and providing team direction and guidance.
• Demonstrated experience in staff scheduling.

Other skills and demonstrated experiences that are highly desired but not required to perform the work include:

• Demonstrated experience working in a team environment and with all levels of management.
• Demonstrated experience imaging and re-imaging with Sponsor’s laptop build
• Demonstrated experience loading software onto laptops.
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