Mobile Device Technician

Job Locations US-DC-Washington
Posted Date 2 weeks ago(10/13/2020 1:54 PM)
Job ID
# of Openings
Information Technology


GovernmentCIO is seeking a Customer Service Technician to provide Tier 2 support services for the full range of functions involved with replacing approximately 12,000 existing mobile devices with the latest model device type for the Department of Veteran Affairs. The replacement deployment and post-deployment support effort includes the Intake, Configuration, SharePoint, Asset Management, Customer Care, and Public Key Infrastructure (PKI)/Lync processes.


  • Blackberry UEM users account administration.
  • AirWatch MDM user account administration.
  • Device troubleshooting and installation for wireless access to internet, email, calendar, air cards, cell phone, and applications.
  • Testing and qualifying new devices and applications to ensure feasibility and usefulness at VACO.
  • Provide desk side support to include device setup, brief trainings, and mobile device PKI encryption configuration.
  • Coordinate with VA staff to initiate phone number activations, suspensions, terminations, and feature add-ons.
  • Process Service Now tickets daily that include equipment/ feature add requests and trouble tickets. Until the ticket is closed, the Contractor staff shall update their individual assigned tickets with an updated status and comments.


Required Skills and Experience:

  • 2 year minimum MDM support, or customer service experience
  • Mobile Iron, Citrix XenMobile, IBM MaaS360
  • Windows 10/ Microsoft Outlook/calendar experience
  • Excellent written and verbal communication
  • Excellent Customer Service skills


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