J5 Consulting is a Maryland based company established in 2006 to provide computing and consulting services for government and commercial entities. Our services improve Information System networking performance and compliance and protect electronic assets from loss and compromise. We welcome your application to receive consideration for the following position.

This position is available immediately.

Job Overview:

The Customer’s office delivers critical needs at a fast pace to all of their incumbents and partners. The Customer is looking for a team of experienced resources to provide mobile devices support including but not limited to activation, configuration, setup, issuing, troubleshooting, providing resolution, maintaining and managing mobile devices inventory.

This position will:

• Travel to various Customer sites within the Washington Metropolitan Area to provide mobile device support, if required.
• Provide mobile device support to include but not limited to mobile phones, laptops, air cards, yubikeys, or RSA tokens requirements.
• Assist on mobile devices activation, setup, configuration, troubleshooting, and problem resolution on hardware and software issues.
• Work with the Customer’s Asset Management Team to PTI mobile devices.
• Collaborate with the Customer’s asset management team to track, maintain and manage mobile devices inventory.
• Assist customers with first time logon to new mobile devices.
• Interact with the appropriate service providers to resolve mobile devices issues.
• Update and maintain databases and records regarding component billing code and ownership of mobile devices.
• Track mobile devices throughout their lifecycle.
• Interact with appropriate Customer stakeholders, including Security personnel, to ensure the required System Security Plan (SSP) is approved for laptop requirements.
• Perform laptop build based on the approved SSP.
• Provide laptop support, to include but not limited to; fulfilling laptop requests, laptop account creation, performing regular security updates, performing laptop builds, loading software if requested, PTI’ing, and troubleshooting or resolving issues.
• Determine the cause of mobile device or laptop issues and explain best solutions to solve them.
• Document issues for further research and follow up.
• Work to resolve issues successfully and satisfactory.
• Provide mobile device end-user training.
• Use Customer’s enterprise IT incident ticketing tool to manage tickets (create, update, close) related to requests for support.
• Serve as a working team lead in addition to performing mobile team duties and responsibilities.
• Supervise mobile services team resources.
• Generate ad-hoc reports.
• Generate contractor staffing schedules ensuring there is adequate team coverage during operating hours from 0630 to 1800 EST.
• Perform queue management ensuring all request tickets are assigned and worked by team members and fulfilled or resolved.
• Collaborate with team members to identify and implement process improvements.
• Track and provide performance metrics data on tasks and requirements that the team performed and fulfilled.
• Develop, update, and maintain standard operating procedures (SOPs) and process documents.

Required skills and demonstrated experience:

• Demonstrated experience providing mobile device support to include mobile phones, laptops, air cards, and tokens.
• Demonstrated experience using enterprise tools or ticketing systems to document and track requests and requirements.
• Demonstrated experience working to resolve issues and provide problem solutions while adhering to security policies and plans.
• Demonstrated experience imaging and re-imaging laptops.
• Demonstrated experience loading software onto laptops.
• Demonstrated experience interacting with service providers to resolve issues.
• Demonstrated experience communicating complex technical concepts, requirements, and technical information to both technical and non-technical audiences.
• Demonstrated experience providing strong customer service and problem solving skills.

Highly desired skills and demonstrated experience:

• Demonstrated experience working in a team environment and with all levels of management.
• Demonstrated experience imaging and re-imaging with Customer’s laptop build
• Demonstrated experience loading software onto laptops.
• Demonstrated experience creating Customer laptop accounts.
• Demonstrated experience with Customer’s SOP for managing the lifecycle of laptops issued to Customer’s customers.
• Demonstrated experience with IT service delivery processes.
• Demonstrated experience multi-tasking in an environment with competing priorities and short suspense timelines.
• Demonstrated experience with the Customer’s enterprise IT incident ticketing tool.

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US Citizenship:

• This position requires US Citizenship. Verification of US Citizenship to meet federal government security requirements will be confirmed.

Security Clearance:

• The successful candidate must have an active U.S. Government Top Secret Security Clearance with a Full Scope Polygraph.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

Travel:

• This position is expected to be onsite. The position will be located within the Washington Metropolitan Area (WMA). 

• Local travel/POV will be on an as needed basis, within the local place of performance.

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This position is available immediately.

J5 Consulting offers excellent benefits and compensation packages. We are an Equal Opportunity Employer committed to providing fair and equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, pregnancy, sexual orientation, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable laws.