Program Analyst (Mobile Program) PM

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

Job Title

Education

Location

DC0020-Washington-DC-0020 - Washington, DC 20374-5140 US (Primary)

Category

Salary Grade

Date Needed By

9/30/2026

Job Type

Full-time

Travel

0 - 10%

Job Description

The representative will be part of a team responsible for providing IT customer service support to the CNIC enterprise wireless/mobile management program.

Essential Duties and 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, accuracy, and to prevent unnecessary programmatic changes.


• Oversees the Program Analyst (Mobile Program) Support position.


• 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 as outlined by DoN CIO and SECNAC directives.


• Support government customers with order placement in accordance with established policies and budgetary requirements. Provide program guidance to Regional CIO staff and advise end users on managing their local cellular programs.


• Develop/consolidate inputs for CNIC CIO briefings. Articulate N6 wireless services mission and capabilities 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.


• Maintain a GETS/WPS Information Distribution System account as an account manager and perform all related tasks.


• Develop, manage, and maintain a mobile device management HUB site in SharePoint Online to facilitate better management of the program.


• Understand the Equipment Line-Item No. (ELINs) associated to device lines of service for the contract period of performance.


• Be familiar with cellphone and smartphone vendor plans for the various vendor task orders.


• Be knowledgeable about device porting and transfer processes tracking and shipment of devices to regional wireless managers outside of HQ CNIC.


• Be knowledgeable of the process to activate international voice and data services in a pooling plan environment.


• Prepare briefings and attend meetings at the direction of the Government Mobile Program Lead.


• Collect, analyze, and provide application data reports as directed.


• Handle customer problems that arise from the use of the applications/processes listed above.


• Create processes for responding to customer inquiries.


• Troubleshoot errors and take prompt and appropriate action on customer complaints.


• Keys information into computer to compile work volume statistics for accounting purposes.


• Operates office equipment


• Attendance and punctuality are essential functions of this position.

# of Hires Needed

1

Exemption Type

Exempt

Hiring Manager

Marsh, Wendy (CNIC Administrative Director - Operations - Direct (01.00.22))

Job Requirements

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.

Education and Experience:

HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data. Familiar with leadership of teams to accomplish Enterprise goals.

Security Clearance: A favorable T3 (Formerly NACLC) background investigation required. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.