Mobile Device Administrator (Mda)

TITLE: Mobile Device Administrator (MDA)
LOCATION: Kittery, Maine
CLEARANCE: Must be a US citizen and have a minimum of an active Secret clearance.Qualifications:

• Candidate shall have a minimum of two (2) years’ experience working in a customer service environment.
• Candidate shall also have at least one (1) year of experience and/or the knowledge necessary to provide customer mobile device support.
• Active DoD clearance

• The MDA shall provide intermediate technical assistance, support and advice to customers and users. This support will cover minor hardware, for example mobile device hardware failures, software and systems problems. The MDA shall provide assistance and troubleshooting support to users with broken devices, questions and issues.
• The MDA shall respond to walk-in customers as well as to telephone calls, service tickets, and e-mail messages from customers seeking resolution of mobile device problems. The MDA shall analyze the problem to determine if the problem is with the network, a system, an application, or the user’s mobile device.
• The MDA shall create a ticket and work with the customer to resolve the problem (providing step-by-step instructions), if possible.
• The MDA shall provide users with new mobile devices, including collecting and maintaining the required paperwork.
• The MDA shall maintain the Code 109.31 Mobile Device master excel spreadsheets for all mobile device changes.
• The MDA shall update the Mobile Device Vendor website with accurate user, Code, and mobile device information for smartphones, cell phones, tablets, hotspots, and any other applicable government furnished mobile device equipment.
• The MDA shall work with the Mobile Device Vendor Representative or through the Mobile Device Vendor websites to perform Electronic Serial Number (ESN) swaps – switching Mobile Telephone Number (MTN) from device to device in the event of a mobile device being lost, stolen, or replaced.
• The MDA shall work with the Mobile Device Vendor Representative or through the Mobile Device Vendor websites to delete, reset and re-create voice mailboxes.
• The MDA shall sticker, update IOS, set restrictions per Code 109 guidelines, apply screen protector, and case each smart phone or tablet prior to issuing to a user.
• The MDA shall have one-on-one appointments with the users, accessing the NMCI / Navy site and complete email setup on smartphone or tablet.
• The MDA shall assist the Code 109.31 mobile device team with special projects (Example tech refresh), meetings, and communications related to mobile devices as requested by Code 109.31 Branch Head or TPOC.