Cellular Analyst

Job Description

The Cellular Analyst is responsible for managing and supporting the agency’s cellular services environment, including mobile phones, tablets, hotspots, and other SIM‑enabled devices. This role supports approximately 10,000 cellular lines of service across multiple carriers and provides direct end‑user support, device deployments, service activations, and project coordination. The position operates in a fast‑paced, evolving environment and requires strong problem‑solving skills, adaptability, and a proactive, self‑driven mindset.

• Manage and support approximately 10,000 cellular lines of service
• Support phones, tablets, hotspots, cameras, infrastructure devices, drones, and internet services tied to SIM‑enabled hardware
• Activate, modify, and deactivate cellular lines and SIM cards
• Maintain and manage services across Verizon, AT&T, and T‑Mobile
• Utilize and manage carrier portals extensively for service administration

• Provide technical support for mobile devices via Email, Phone, Microsoft Teams, and in‑person assistance
• Troubleshoot device connectivity, service, and configuration issues
• Support a mixed device environment: ~85% iOS (iPhone), ~15% Android

• Perform cell phone and tablet deployments
• Support and manage devices through the organization’s Mobile Device Management (MDM) platform
• Current platform is not Ivanti Neurons
• Potential future transition to Microsoft Intune (experience strongly preferred)
• Support Samsung devices;
  Samsung Knox experience is a plus

• Coordinate and support small to mid‑scale projects requested by internal teams
• Gather requirements and assess use cases to recommend appropriate mobile or connectivity solutions
• Examples include addressing connectivity challenges in specific geographic areas, supporting temporary or transferred teams with internet solutions, and assisting with deployment of camera or mobile technology solutions
• Collaborate with a dedicated Project Management team for large‑scale initiatives

• Participate in an on‑call rotation: 2 weeks primary on‑call, followed by 2 weeks backup on‑call
• On‑call coverage is 24/7, including nights, weekends, and holidays

Standard schedule:
Monday–Friday, 8:00 AM – 5:00 PM (on‑site). Occasional alternative shift: 11:00 AM – 8:00 PM, as needed. On‑call responsibilities as outlined above.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Experience supporting cellular devices and services in an enterprise or agency environment
• Hands‑on experience with carrier portals (Verizon, AT&T, T‑Mobile)
• Strong troubleshooting skills for mobile devices and cellular connectivity
• Ability to support end users with varying technical skill levels
• Strong communication skills and customer‑service orientation
• Ability to work independently in a fast‑moving, evolving environment
• Experience working in Carrier repair environments, Apple Genius Bar or similar Apple support roles, Experience with Microsoft Intune, Experience with Samsung Knox, Exposure to or experience with project coordination or project management, Background supporting large‑scale mobile device environments