• Mobile Technical Support Technician (Tier 2)

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  • Overview

    Soft Tech Consulting, Inc., a fast growing federal contractor, is seeking a Tier II Mobile Technical Support Technician with experience in supporting applications on mobile devices for a broad spectrum of mobile operating systems (i.e. Apple iOS, Android OS, Windows 8/10 Mobile, etc.). The location is in Washington D.C.. Soft Tech offers a competitive compensation and benefits package. This position is primarily responsible for providing basic technical support, troubleshooting, monitoring, and maintaining equipment relative to the Agency's designated MDM (i.e. AirWatch, Good, etc.), Active Directory, designated enterprise messaging system, various mobile device hardware, and mobile device operating systems (such as Android, Apple iOS, Windows Mobile ).







    • Manage trouble tickets using the client designated corporate ticketing system
    • Provide basic troubleshooting and problem resolution proficiencies in the following:
      • Mobile Device Hardware from multiple vendors such as Apple,  Samsung, HTC, Motorola, etc.
      • Mobile Device Software Operating Systems from multiple vendors such as iOS, Android, Windows Mobile, etc.
      • Corporate Enterprise MDM management software such as AirWatch, etc.
    • Administer MDM accounts directly related to the mobile device such in support of login
    • Troubleshoot and resolve mobile device issues or problems with device hardware and software.
    • Troubleshoot wireless carrier network services such as voice, data, Short Message Service (SMS), Multimedia Messaging Services (MMS), data tethering, mobile hot spot, management of carrier mobile telephone numbers between devices, etc.
    • Provide input to design requirements associated with continued installation, integration, and testing of the smart phone information systems
    • Assist the MPO with maintaining a reference library to include, but not limited to, creating end user tips and tricks, creating and responding to end user FAQs, providing input to FBI Standard Operating Procedures (SOPs) on the MPOintranet SharePoint or similar sites.
    • Support the client in developing and maintaining all technical and procedural documentation pertaining to client designated enterprise mobile device configurations, technical support, processes, and procedures.
    • Provide user familiarization and guidance for client designated enterprise mobile device functions as requested
    • Escalate trouble tickets with the appropriate Tier 3 support when more advanced troubleshooting is required.
    • Configure and enterprise enroll/activate client designated mobile devices with current client approved upgrades to device firmware, operating system patches and versions based on troubleshooting resolution and device reassignments.
    • Assist with the enterprise mobile device  refresh period by providing Tier 2 MDM support and enterprise deployment of client refresh enterprise mobile devices
    • Adhere to client property processes in accordance with client policy.
    • Process replacement devices (seed stock) between vendor and end users as required.


    • Requires a Top Secret clearance
    • Experience: Two to four years of directly related mobile device experience.
    • Education: High school diploma along with specialized technical knowledge or training.
    • Ability to travel to Quantico on occasion as needed.
    • Knowledge of AirWatch a plus.
    • Strong communication skills
    • Tier 2 help desk experience


    About Us

    Soft Tech Consulting, Inc. is a woman and minority-owned business headquartered in Chantilly, VA. With contracts in both the public and private sectors in the DC metro area and across the country, Soft Tech is an organization made up of highly successful and talented Information Technology professionals offering enterprise class solutions for any size organization at great value. Soft Tech’s mission is to help government organizations design, implement, and maintain mission critical Information Technology solutions. By focusing jointly on our employees and our customers, we are able to achieve our mission by providing each and every one of our customers with continuous quality customer support.
    Soft Tech Consulting, Inc. is an Equal Opportunity Employer.


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