The position is located in the Enterprise Services Center, AMK-00; Information & Digital Services Division, AMK-200; Wireless & Mobility Services Branch, AMK-270. The position serves as an IT Specialist (Customer Support) in the Wireless & Mobility Services Branch, AMK-270.
Duties
Performs multiple and varying assignments under the limited direction of a manager, project/program manager, team leader, or more experienced professional in support of the National Wireless Program (NWP). Acts as an individual contributor and/or member of a team and may perform some leadership functions for small projects/programs or other work activities.
Applies experience and detailed technical knowledge applicable to his/her discipline to plan and accomplish assignments. Assignments may require knowledge and experience working across functional and/or organizational lines. Work activities may include, but are not limited to: IT asset/property management, process/ISO, metrics/reporting/tracking, mailbox management, daily operations to include resolving technical incidents/work orders in Remedy, customer relations, website support, distribution, ordering, property management. Other activities may or may include, but are not limited to: COOP/disaster recovery support, disposal, agreements, Mobile Device Management (MDM) and support, collecting metrics and analyzing data/information, and conducting research.
Contacts are primarily internal to the organizational unit, major subdivision, and LOB/SO, with some contact with customers and external organizations. Contacts are typically intended to share information, provide data and/or written analyses, and discuss the statuses of assignments. In some technical areas, may have regular contact with customers and/or external organizations.
Established policies/procedures provide guidance for most assignments, but allow some discretion to select the most appropriate approach. Typically receives guidance on selecting approach from a manager, project/program manager, team leader, or more experienced technical specialist. May provide recommendations to improve work processes.
Frequently refers difficult problems and work issues to a manager, program/project manager, team leader, or more experienced technical specialist when guidelines are not available or applicable.
Administers mobile technology platform and device management. Assists in maintaining the agencys Mobile Policy governing usage rules and regulations for all Government Furnished Equipment (GFE) mobile/wireless devices. Performs analyses, diagnoses, and identifies system malfunctions and determines causes of problems. Provides superiors with suggested solutions to correct issues.
Manages Tier 2 incident tickets from federal agency customers to assist with the proper operation of mobile phones, service, apps and compliance functions. Answers questions from Tier 1 and Tier 3 Support, wireless/mobile carriers, and federal employees and contractors, solves issues, and initiates advice on correct usage of the device.
Contributes to project plans for the roll-out of new mobile news gathering services and oversees the product life cycle management of existing mobile devices. Demonstrates considerable independence in planning time and helping a manager, project/program manager, and/or team leader to plan and use assigned resources to accomplish projects/programs/activities. May identify and request additional resources, as needed. Provides guidance to less-experienced professionals in day-to-day operations; identifying, analyzing, and recommending solutions for complex/difficult problems; recommending improvements to systems and processes.
Performs all mobile vendor work-order functions, which include the execution of work orders for new mobile devices, account changes, cancellations, repairs, and troubleshooting. Maintains monthly usage reports, tracks usage of Wi-Fi services, roaming charges, App Purchases, and any excessive after-hours usage, and this is for all current service providers. Performs training of mobile services and devices to federal customers.
May serve as Contracting Officer Representative (COR) for contracts and provide guidance and direction toward completion of contract deliverables.