SITEC Mobile Device Support Specialist Baumholder, Germany

Peraton requires Mobile Device Support Specialists to support the Special Operation Command Information Technology Enterprise Contract (SITEC) 3. This position is located in Baumholder Germany (SOCEUR) and requires TESA approval.

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM its Component Commands its Theater Special Operations Commands (TSOCs) and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration change license and asset management; conduct training and perform Install Move Add Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM the CIO/J6 organization and ultimately the end-user who operate around the globe 24x7x365.

Under the direction of the Mobile Device Support Manager the Mobile Device Support Specialist will support applications on mobile devices for a broad spectrum of mobile operating systems (i.e. Apple iOS Android OS BlackBerry or others as required). The Specialist is responsible for providing basic technical support troubleshooting monitoring and maintaining equipment relative to the Agencys designated MDM Active Directory designated enterprise messaging system various mobile device hardware and mobile device operating systems. The Mobile Device Support Specialist shall plan engineer coordinate and manage equipment installations on multiple impact levels and networks in order to connect highly mobile and capable SOF professionals to the information they need.

Duties include but are not limited to:

• Preparing configuring testing troubleshooting issuing and receiving mobile communications devices and associated auxiliary devices.
• Investigating and integrating operational new technologies to increase efficiencies and operational readiness and effectiveness throughout the USSOCOM enterprise worldwide.
• Following the process to ensure that current vital USSOCOM Component Command and TSOC activities are accomplished.
• Providing services that encompass the management and monitoring of systems and networks critical to USSOCOM
• Escalating incidents within the guidelines of USSOCOM regulations policies procedures governance and guidance.
• Providing support to laptops and tablets including any associated wireless and cellular technology in accordance with policies and procedures.
• Submitting to DISA requests for certificate issuance and tracking and maintaining the validity and revocation of server-based certificates.
• Scheduling configuring and connecting users to DISA GVS and DVS
• Supporting mobility enabled devices and peripherals supported by traditional hybrid or cloud environments both in dedicated office spaces and mobile devices and on multiple impact levels and networks.
• Troubleshooting repairing and providing logistical support for existing mobile devices.
• Providing support on hardware software websites and multimedia that is procured developed maintained and delivered.
• Managing trouble tickets using the client designated corporate ticketing system
• Providing basic troubleshooting and problem resolution proficiencies in the following: Mobile Device Hardware and Software from multiple vendors such as Apple Samsung BlackBerry and any other Mobile Device Operating Systems from multiple vendors.
• Managing cellular lines of service to include but not limited to; Correct charge for service plan adding/removing lines of service and adjusting global plans as needed
• Administering MDM accounts directly related to the mobile device such in support of login
• Downloading users singing and encryption certs from DISA and installing on the individual users device
• Troubleshooting and resolving mobile device issues or problems with device hardware and software
• Troubleshooting wireless carrier network services such as voice data Short Message Service (SMS) Multimedia Messaging Services (MMS) data tethering mobile hot spot management of carrier mobile telephone numbers between devices etc.
• Providing input to design requirements associated with continued installation integration and testing of the smart phone information systems
• Assisting in maintaining a reference library to include but not limited to creating end user tips and tricks creating and responding to end user FAQs providing input to HQ USSOCOM Standard Operating Procedures (SOPs)
• Supporting HQ USSOCOM in developing and maintaining all technical and procedural documentation pertaining to client designated enterprise mobile device configurations technical support processes and procedures
• Providing user familiarization and guidance for client designated enterprise mobile device functions as requested
• Escalating trouble tickets with the appropriate Tier 3 support when more advanced troubleshooting is required
• Configuring and enterprising enroll/activate client designated mobile devices with current client approved upgrades to device firmware operating system patches and versions based on troubleshooting resolution and device reassignments
• Assisting with the enterprise mobile device refresh period by providing Tier 2 MDM support and enterprise deployment of client refresh enterprise mobile devices
• Adhering to client property processes in accordance with client policy
• Processing replacement devices (seed stock) between vendor and end users as required

Required Qualifications:

• Minimum of 7 years with AS/AA; 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD
• 11 years of experience with HS will be considered to meet TESA requirements
• DoD TS/SCI clearance is required for this role
• CCNA Certification
• DoD 8570.01-M IAT II certification
• Must be flexible with scheduling able to work nights/weekends holidays as needed

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