Mobile Device Manager

San Antonio, TX


 Osi Vision is seeking a Mobile Device Manager to support the Tier 1 Help Desk for US Army North (ARNORTH), located at Fort Sam Houston, TX.

The Help Desk Analyst position performs the following actions in support of ARNORTH:

  • Provide dedicated service to mobile users by providing initiation, on-boarding, and management of wireless devices under the Department of Defense (DoD) Mobility Unclassified Capability (DMUC) program, for 700 smart phones, 40 computer tablets, and 140 mobile hotspots.
    • Smart phone and tablet on-boarding include identity and encryption certificate management under the Purebred program.
    • Smart phones are a key senior leader communications capability, and this is a high-visibility, no-fail responsibility.
  • Provide dedicated support for this function whenever the Tier 1 Help Desk is open (this support takes precedence over all other Help Desk function). Performance will include:
    • Safeguarding mobile devices in contractor possession.
    • Registering for and maintaining an account on the wireless vendor, equipment provider, and government Enterprise Portals.
    • Configuring a device with the correct wireless vendor services, DMUC access, and the Purebred app with 10 working day of receiving the request from the COR.
      • Requires access to the DISA Storefront, the MORFEUS Portal, the Apple Business Manager (ABM), the wireless vendor’s portal, and the Army Enterprise Service Desk (AESD).
    • Contacting users to pick up their devices and issuing the devices to the users.
    • Ensuring users sign accountability and terms of use documentation, and providing the documentation to the government within 2 working days of device issue.
    • Providing informal user training, to include accessing DMUC and Purebred.
    • Assisting users in the operation and troubleshooting of existing devices, to include restoring non-functional devices.
    • Upon user request and COR concurrence, adjusting device service features using the wireless vendor’s Portal within 2 working days of the request.
    • Maintaining accurate device details (number, service features, ICCID, user name, user location on the wireless vendor, and the government Portal.

Required Qualifications:

  • SECRET or Interim SECRET security clearance
  • Active CompTIA Security+ ce certification or any certification that satisfies DoD 8570.01-M Information Assurance Technical (IAT) Level I requirements
  • Information Assurance (IA) Baseline Certification and CE/OS Certificate.
  • 2 yrs. customer support experience
  • Must be willing to obtain (or already have) at least 1 Windows or Microsoft Office training certificate

Desired Qualifications:

  • 2 years of IT Help Desk experience
  • Experience with Remedy Service Management
  • Experience/Understanding of ITIL
  • Wireless Certification

JOB CODE: 2022-006-2201