ITSM Specialist Wireless Technician

SUMMARY: 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. The SSA Wireless Telephone System manages approximately 13,000 wireless devices. The objective of this task is to provide technical support to initiate, research, document, and troubleshoot SSA’s wireless telephone systems.

DUTIES & 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 the refreshment of equipment.
• 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 (i.e., Asset Manager and ServiceNow) that DITM uses to track inventory.
• Provide accurate accounting information for the wireless telephone system and the various accounts for wireless service 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 the time the ticket is opened.
• 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 refreshments.
• Assist the user community with questions and problems through training on the basic functionalities of wireless devices.
• Develop, assist, and schedule implementation of new devices as they are deployed to new users and users upgrading devices.

MINIMUM REQUIREMENTS:

• Moderate skills in all aspects of the telecommunications industry with a focus on wireless technologies.
• Current system configuration knowledge.
• Inter-personal communication skills.
• 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’s support will be required during technology refreshments and other busy times throughout the year.
• High School Diploma and/or related advanced training in application servers.
• At least 4 years of experience in desktop and computer peripheral installation and assistance.
• Encompass strong oral presentation skills and the ability to articulate English.
• In compliance with Executive Order 14042, any successful applicant for this position must be fully vaccinated against COVID-19 or obtain an accommodation from the vaccination requirement based on disability or sincerely held religious belief, on or before the start date.

PREFERRED REQUIREMENTS

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

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.