Mobile Program Analyst & IT Customer Support Lead

CTI Resource Management; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

CTI Resource Management in Washington, DC is seeking an IT customer service specialist as part of the CNIC enterprise wireless program. You will provide technical support across channels, verify device reports, and help manage the mobile program with DoN directives.

The role requires a high school diploma with 6 years of IT experience and strong communication skills. You will interact with regional CIO staff and support budgeting and policy alignment.

Qualifications

• Minimum high school diploma plus six years of IT experience in related roles.
• Experience leading teams to achieve enterprise IT goals is preferred.
• Strong customer service and communication skills across channels.

Responsibilities

• Provide IT customer service enterprise-wide for CNIC via phone, email, onsite, or tickets.
• Verify and reconcile cellular/wireless reports to ensure inventory accuracy.
• Oversee the Mobile Program Support position and align with DoN directives.
• Support government customers with order placement and program guidance.
• Develop inputs for CNIC CIO briefings and enterprise wireless meetings.
• Maintain CNIC wireless inventory and asset management accountability.
• Manage a mobile device management hub in SharePoint Online.

Skills

IT customer service

Technical expertise

Customer support

Team leadership

Education

HS + 6 years IT experience

Tools

BMC Helix

SharePoint Online

Job description

CTI Resource Management in Washington, DC is seeking an IT customer service specialist as part of the CNIC enterprise wireless program. You will provide technical support across channels, verify device reports, and help manage the mobile program with DoN directives.

The role requires a high school diploma with 6 years of IT experience and strong communication skills. You will interact with regional CIO staff and support budgeting and policy alignment.