ITSM Specialist Wireless Technician

Position Overview

VSE is looking for an ITSM Specialist to support the Division of Integrated Telecommunications Management (DITM) at the Social Security Administration (SSA). DITM supports telecommunications services for the Agency. The Telecommunications Technology Branch (TTB) manages the day-to-day operations and provides technical support and expertise for the SSA Wireless Telephone Systems, which manages approximately 13,000 wireless devices. The objective of this role is to provide technical support to initiate, research, document, and troubleshoot SSA's wireless telephone systems.

Note: The selected applicant will be subject to a background check and drug testing.

Equal Opportunity/Affirmative Action Employer: VSE considers candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status, or any other characteristic protected by law.

Key Responsibilities

• Conduct research on replacement options for current products (provided by contracts and at the end-of-life) and assist in the planning phase of equipment refreshment.
• Research new and emerging telecommunications technologies and trends that would benefit the Agency.
• Support, manage, and document the rollout of new devices throughout the Agency.
• Manage the wireless inventory database or other system (e.g., Asset Manager and ServiceNow) used to track inventory.
• Provide accurate accounting information for the wireless telephone system and various wireless service accounts to DITM/CSB management and CORs.
• Provide support with asset inventory management.
• Troubleshoot all problems with iPhone devices (and other Agency smartphones) and other wireless devices within 24 business hours of ticket submission.
• Work with carriers as necessary to troubleshoot and resolve user issues.
• Distribute all new wireless devices within headquarters and outlying offices.
• Assist in the rollout of new devices during annual bulk purchases and ongoing equipment refreshes.
• Assist the user community with inquiries and issues through training on basic wireless device functionalities.
• Develop, assist, and schedule the implementation of new devices as they are deployed to new or upgrading users.

Required Qualifications

• Moderate skills in all aspects of the telecommunications industry with a focus on wireless technologies.
• Current system configuration knowledge.
• Strong inter-personal and documentation skills.
• Experience with PCs and applications such as Email, Microsoft Access, Microsoft Excel, Microsoft Word, the Internet, and Internet-based applications.
• Capable of installing/removing SIM cards and SD cards from cell phones and other wireless devices, and activating these devices.
• Off-hour support will be required during technology refresh cycles and other peak periods.
• High School Diploma and/or related advanced training in application servers.
• At least 4 years of experience in desktop and computer peripheral installation and support.
• Excellent oral presentation skills and the ability to articulate in English.
• In compliance with Executive Order 14042, any successful applicant must be fully vaccinated against COVID-19 or obtain an accommodation based on disability or sincerely held religious belief on or before the start date.

Preferred Qualifications

• Experience with SSA's DITM.
• Bachelor's degree in an IT or telecommunications field.
• Advanced IT certifications.