Mobile IT Program Analyst - Wireless & Support Lead

CTI Resource Management; Washington (District of Columbia); On-site; USD 70,000 - 90,000; Full time

Job summary

CTI Resource Management seeks an IT customer service specialist to support the CNIC enterprise wireless/mobile program. You will handle technical support via phone, email, onsite, and ticketing systems, and assist with inventory and policy compliance.

Responsibilities include reconciling reports, guiding line-of-service changes, complying with DoN policies, and assisting regional CIO staff with wireless operations. Security clearance preferred.

Qualifications

• HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data.
• Experience providing IT customer service and support enterprise-wide.

Responsibilities

• Provides IT customer service, technical expertise enterprise wide for CNIC via phone, email, onsite or through tickets submitted through a ticketing system (BMC Helix).
• Verify and reconcile cellular and wireless device monthly reports to ensure up-to-date inventory.
• Analyze, facilitate, and communicate N6 intentions regarding line of service modifications, upgrades, and other impacts to the program.
• Support established DON CIO policies and directives for mobile devices and DoN wireless regulations.
• Support government customers with order placement in accordance with established policies and budgetary requirements.
• Develop inputs for CNIC CIO briefings and prepare inputs for Monthly Enterprise/Region Wireless meeting.
• Support the implementation and sustainment of the CNIC Enterprise’s Teams Telephony services
• Maintain HQ wireless device inventory and asset management accountability.

Skills

Customer service

IT support

Communication

Troubleshooting

Education

High School

Tools

BMC Helix

SharePoint Online

Teams Telephony

GETS/WPS

Job description

CTI Resource Management seeks an IT customer service specialist to support the CNIC enterprise wireless/mobile program. You will handle technical support via phone, email, onsite, and ticketing systems, and assist with inventory and policy compliance.

Responsibilities include reconciling reports, guiding line-of-service changes, complying with DoN policies, and assisting regional CIO staff with wireless operations. Security clearance preferred.