20230###-####-01

Active Top Secret Clearance with Poly Required

**salary is commensurate with education and experience**

Responsibilities and Duties

• Travel to various Sponsor sites within the Washington Metropolitan Area to provide mobile device support, if required.
• Provide mobile device support to include but not limited to mobile phones, laptops, air cards, yubikeys, or RSA tokens requirements.
• Assist on mobile devices activation, setup, configuration, troubleshooting, and problem resolution on hardware and software issues.
• Work with the Sponsor s Asset Management Team to PTI mobile devices.
• Collaborate with the Sponsor s asset management team to track, maintain and manage mobile devices inventory.
• Assist customers with first time logon to new mobile devices.
• Interact with the appropriate service providers to resolve mobile devices issues.
• Update and maintain databases and records regarding component billing code and ownership of mobile devices.
• Track mobile devices throughout their lifecycle.
• Interact with appropriate Sponsor stakeholders, including Security personnel, to ensure the required System Security Plan (SSP) is approved for laptop requirements.
• Perform laptop build based on the approved SSP.
• Provide laptop support, to include but not limited to; fulfilling laptop requests, laptop account creation, performing regular security updates, performing laptop builds, loading software if requested, PTI ing, and troubleshooting or resolving issues.
• Determine the cause of mobile device or laptop issues and explain best solutions to solve them.
• Document issues for further research and follow up.
• Work to resolve issues successfully and satisfactory.
• Provide mobile device end-user training.
• Use Sponsor s enterprise IT incident ticketing tool to manage tickets (create, update, close) related to requests for support.
• The Team Lead shall serve as a working team lead in addition to performing mobile team duties and responsibilities.
• The Team Lead shall supervise mobile services team resources.
• The Team Lead shall generate ad-hoc reports.
• The Team Lead shall generate contractor staffing schedules ensuring there is adequate team coverage during operating hours from 0630 to 1800 EST.
• The Team Lead shall perform queue management ensuring all request tickets are assigned and worked by team members and fulfilled or resolved.
• The Team Lead shall collaborate with team members to identify and implement process improvements.
• The Team Lead shall track and provide performance metrics data on tasks and requirements that the team performed and fulfilled.
• The Team Lead shall develop, update, and maintain standard operating procedures (SOPs) and process documents.

Experience Needed:

• Citizenship: Must Be a US Citizen
• Existing Clearance Required: Active Top Secret SCI with Poly
• Demonstrated experience providing mobile device support to include mobile phones, laptops, air cards, and tokens.
• Demonstrated experience using enterprise tools or ticketing systems to document and track requests and requirements.
• Demonstrated experience working to resolve issues and provide problem solutions while adhering to security policies and plans.
• Demonstrated experience imaging and re-imaging laptops.
• Demonstrated experience loading software onto laptops.

Additionally the Contractor Team Lead should have the following required skills, certifications and demonstrated experience:

• Demonstrated experience developing, updating, and maintaining Standard Operating Procedures (SOPs).
• Demonstrated experience developing and implementing process changes and improvements to enhance team effectiveness.
• Demonstrated experience leading a team of personnel providing IT systems support and providing team direction and guidance.
• Demonstrated experience in staff scheduling.

Other skills and demonstrated experiences that are highly desired but not required to perform the work include:

• Demonstrated experience working in a team environment and with all levels of management.
• Demonstrated experience imaging and re-imaging with Sponsor s laptop build
• Demonstrated experience loading software onto laptops.
• Demonstrated experience creating Sponsor laptop accounts.
• Demonstrated experience with Sponsor s SOP for managing the lifecycle of laptops issued to Sponsor s customers.
• Demonstrated experience with IT service delivery processes.
• Demonstrated experience multi-tasking in an environment with competing priorities and short suspense timelines.
• Demonstrated experience with the Sponsor s enterprise IT incident ticketing tool.
• Demonstrated experience interacting with service providers to resolve issues.
• Demonstrated experience communicating complex technical concepts, requirements, and technical information to both technical and non-technical audiences.
• Demonstrated experience providing strong customer service and problem solving skills.

Main Number: 1-888-###-#### | |

Dezign Concepts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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