Job ID 2020-4776
Job Locations
US-VA-Arlington | US-MD-Fort Detrick | US-VA-Alexandria
Category
IT: Administrator / Analyst / Architect / Engineer
Type
Regular Full-Time

Overview

NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. NCI's AI solution, Shai(tm), scales humans with artificial intelligence by empowering the workforce to meet their mission by using best in class AI solutions coupled with our exceptional service offerings. Working with strategic partners, NCI is committed to bringing commercial innovation to missions of national importance. NCI is a mid-tier systems integrator headquartered in Reston, VA, and operates at locations across the globe.

 

NCI has been designated a 2020 Military Friendly Employer by MilitaryFriendly.com  

 

 

Responsibilities

NCI: As a Mobile Support Technician (Lead), you will work with Technical SMEs to support, maintain and service up to 3,000 mobile users as part of the 255-member JSP Service Delivery Team. This role is focused on operating, managing and updating the WidePoint system and the supporting databases as used in the JSP. Additionally, this position will conduct training on WidePoint tools to disseminate knowledge across the Mobile Wireless JSP Team.In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments. 

 

 

Highlights of Responsibilities:

  • Order approval workflow updates
  • Training will include how to utilize the Stock Management Tool to manage on-site, on-hand inventory
  • The WidePoint On-site Resource will monitor the total number of devices being managed within the Intelligent Telecommunications Management System (ITMSTM) portal to ensure that JSP remains within the funded license count. (ELIN Count Table). WidePoint will configure a real-time dashboard to display how many units are currently managed.
  • Assisting with Stock Inventory Management
  • The WidePoint On-site resource will assist the team in placing orders with the cellular carriers if they provide them with the authorization to do so with each of the individual carriers.
  • Assist with Placing Orders with Carriers
  • Gather New Development Request Requirements
  • ITMS Store Maintenance
  • Assist with inventory reconciliations
  • Rate Plan Feature Tables
  • The WidePoint On-site resource will update the Carrier Rate Plan Tables within the ITMSTM Store when new rate plans and/or features become available, change, or are discontinued.
  • Report configuration
  • The WidePoint On-site resource will work with JSP to configure reports within ITMSTM to the extent that the front end tools of ITMSTM allow configuration.
  • The WidePoint On-site resource will work with the WidePoint Development/Reporting Team to address and fix any report query errors.
  • For new report requests, the WidePoint On-site resource will gather the report requirements and work with the WidePoint Development/Reporting Team to verify that WidePoint has the data required and that the report can be generated. If the new report cannot be configured with only the front end tools and development hours are required, the WidePoint On-site resource will provide JSP a Level of Effort (LoE) and estimated timeframe in which the new report can be automated
  • Coordinate and manage the reporting team activities to efficiently respond to customer requests for technical service received via phone, email, and voicemail
  • The WidePoint On-site resource will validate carrier data vs ITMSTM data on a monthly basis
  • Training of Employee Personnel and support of end user training of the ITMS platform
  • Work with wireless Carriers (AT&T, T-Mobile and Version) to ensure mobile billing and assets are in order.
  • Track, monitor, and report status for all systems, key performance indicators (KPI), and metrics to the Government.
  • Create Mobile Usage Reports.
  • Provide Top 100 Voice and Data used Reports.
  • Provide BAC burn rate reports.
  • Provide Device Reports.
  • Provide iOS and OS Reports.
  • Provide Upgrade eligibility reports.
  • Plan summary reports.
  • Ad-hoc reports requested by the user
  • Trending reports
  • Configuration Management of the WidePoint Intelligent Telecommunications Management System.
  • Cost Center (BAC) updates to include all ITMS updates to Carrier/MDM.
  • Perform end of month bulk uploads of changes.
  • Users Account updates in ITMS.
  • Line Status updates.
  • Configuration of System User Roles and Permissions
  • Provide Rate optimization reports
  • Review all monthly mobile/wireless billing for accuracy and submit/deliver them for payment to Government Wireless Team Lead
  • Maintain a plan for mobile work streams, capturing our approach to managing the delivery of mobile services, including Resource, Communications, Risk and Issues, Time, Budget, and Scope Management

Qualifications

Requirements:

 

  • Active Secret security clearance
  • Bachelor's with 2 - 4years of experience, or a Master's with 0-2 years of experience
  • Current DoD 8570 IAT Level II certification: CCNA Security, CySA+, Security+ CE, etc.

 

 

Preferred Education and Experience: 

  • ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support
  • Hands-on experience working with BMC Remedy ticket systems
  • Prior work experience in a fast-paced DoD environment

 

Physical Requirements:

 

This position requires the ability to perform the below essential functions:

  • Sitting for long periods
  • Standing for long periods
  • Ambulate throughout an office
  • Ambulate between several buildings

 

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  NCI is a VEVRAA Federal Contractor.

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