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.

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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 time frames, support vulnerability remediation and RMF evidence collection, and document configuration…