Help Desk/Mobile Device Technician

Leading with our people, Digital Consultants mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense make working here more than a job, it’s the Digital family., Digital Consultants is seeking a Help Desk/Mobile Device Technician to support US Army North, located at Fort Sam Houston, a US Army post in San Antonio, TX. The Help Desk/Mobile Device Technician (smartphones, tablets, mobile hotspots) are key leaders for communications capabilities, this is a high-visibility, no-fail responsibility. The Help Desk/Mobile Device Technician provides local desktop support to approximately 900 users operating approximately 1,000 wireless devices (smartphones, Tablets, etc.). The Help Desk/Mobile Device Technician also provides telephonic support to approximately 300 forward-stationed users at various locations throughout the United States.

Duties to include:

• Provide dedicated service to mobile users by providing initiation, onboarding, and management of wireless devices under the Department of Defense (DoD) Mobility Unclassified Capability (DMUC) program, for approximately 1,000 mobile devices (numbers may change over time). Smartphone and tablet onboarding includes identity and encryption certificate management under the PureBred program or its follow-on.
• Safeguarding mobile devices in contractor possession.
• Registering for and maintaining an account on the wireless vendor, equipment provider, and government Enterprise Portals. This includes manipulating devices and services on the vendor portal and Apple Business Manager (ABM).
• Configuring a device with the correct wireless vendor services, DMUC access, and the Purebred app within 5 working days of receiving the request from the COR. This requires the contractor to have access to the DISA Storefront (DSF), the Apple Business Manager (ABM), the wireless vendor’s portal, the Army Enterprise Service Desk (AESD), and other sites as processes evolve.
• Contacting users to pick up their devices and issuing the devices to the users.
• Ensuring users sign accountability and terms of use documentation, and providing that documentation to the government within 2 working days of device issue.
• Providing informal user training, including accessing DMUC and Purebred.
• Assisting users in operating and troubleshooting existing devices, including restoring non- functional devices.
• Upon user request and COR concurrence, adjusting device service features using the wireless vendor’s Portal within 2 working days of the request.
• Maintaining accurate device details (number, service features, ICCID, username, user location, and other data elements) on the wireless vendor portal and the government Portal.
• Decommissioning devices on the appropriate government and commercial portals, including DSF, DMUC, and ABM.
• Providing user assistance in the configuration and management of any government Bring Your Own Device (BYOD) solutions for personal mobile devices.
• Provide dedicated service to mobile users by providing initiation, on-boarding, tracking, and management of wireless devices under the Department of Defense (DoD) Mobility Classified Capability-Secret (DMCC-S) program, for smartphones or computer tablets.
• Support surge requirements of 24 hours a day, 7 days a week during key exercises or real-world events.

• 1+ years of experience with Mobile Device management.
• Clearance: Active Secret
• Education: High School Diploma or equivalent
• Certifications: DoD 8570.01-M IAT Level II certification