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Mobile Device Support Specialist - Military veterans preferred

Atlantic Digital, Inc (
Computers/Information Technology


  full-time   employee

North Carolina
United States


Atlantic Digital Inc. provides information technology solutions and services to a broad range of both Government and private industry. Our government solutions professionals have a proven track record in understanding the technical challenges and providing a full range of solutions for Federal, State and local government agencies.

This position supports the SITEC II contract and a Department of Defense TS/SCI security clearance is REQUIRED at time of application.

Mobile Device Support Specialist with experience in supporting applications on mobile devices for a broad spectrum of mobile operating systems (i.e. Apple iOS, Android OS, etc.). Responsible for providing basic technical support, troubleshooting, monitoring, and maintaining equipment relative to the Agency's designated MDM, Active Directory, designated enterprise messaging system, various mobile device hardware, and mobile device operating systems.

Typical duties include:
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, BlackBerry, and Samsung Mobile Device Software Operating Systems from multiple vendors such as iOS, Android, and BlackBerry
Manage cellular lines of service to include but not limited to; Correct charge for service plan, adding/removing lines of service and adjusting global plans as needed
Administer MDM accounts directly related to the mobile device such in support of login
Download users singing and encryption certs from DISA and install on the individual user's device
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 in 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 HQ USSOCOM Standard Operating Procedures (SOPs)
Support HQ USSOCOM 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 require

Educational Requirements: None

Certification Requirements: DoDD 8570-M IAT II

Experience Requirements:
Knowledge of iPhone and Samsung hand held devices a plus.

Atlantic Digital offers a generous benefits package to include but not limited to competitive compensation, Medical, Dental, Vision, Company Paid Life Insurance, STD and LTD, a 401(k) plan with matching contributions, Professional Development Assistance, Holidays and Paid Time Off.

It is the policy of Atlantic Digital to provide equal opportunity (EEO) to all persons regardless of age, color, national origin citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal state or local law. In addition, Atlantic Digital will provide reasonable accommodations for qualified individuals with disabilities

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