Telecommunications Network Help Desk - Global Commerce and Services

Supports mobile devices for AFIMS users and responds to user problems/complaints. Able to research complex problems associated with voice and/or data networks. Diagnoses problem source through discussions with users. Coordinates with internal and external support and/or vendors to resolve problems. Follows up with users to ensure problem resolution. Develops supporting documentation of all activities.

Provides implementation and support of mobile devices for HQ CLIENT and local PSUs, and for AFCEC Tyndall.

Reviews and forwards a mobile wireless bill to the HQ CLIENT/DS for payment.

Submits orders for new mobile phones after receiving approval from CLIENT/DS, AFCEC/DS, AFVSA/DS, AFSFC/DS, or AFICAdeputy.

Receives and accounts for new mobile phones received.

Configures new mobile phones for each user; assists with creating accounts, user logins, and one-on-one training.  

Provides assistance, troubleshooting, and guidance to associate and support staff as directed. Reports progress and problems to senior technical staff as needed.

Performs and submits an annual inventory of mobile phone equipment, items, and services to the ECO.

Minimum Experience/ Requirements

• Three (3) years’ of directly related experience supporting IT service desk operations with Remedy Service Desk Suite
• Knowledge of the Air Force Mobile Device management policies and procedures.
• Knowledge of mobile phones on the current cellular Blanket Purchase Agreement and how they operate.
• Candidate shall have an active Secret clearance

Estimated Workload

• Responsible for the oversight, management, and troubleshooting of over 100 mobile devices, both smart phones and tablets.
• Processes over 300 mobile device tickets annually.
• Processes over 200 walk-in requests annually.
• Performs inventory of all devices annually.