Cellular Devices Support Technician

Description

The Cellular Devices Support Technician provides technical support, configuration management, and lifecycle maintenance for mobile devices used across the Navy enterprise environments. The technician is responsible for provisioning, activating, securing, and troubleshooting a wide range of government-furnished cellular equipment, including smartphones, cell phones, tablet devices, Wi-Fi cards, cellular modems, and associated accessories.

The role ensures compliance with DoD, DON, and command-specific mobility security policies, including management of device enrollment, mobile device management (MDM) profiles, security configurations, and user authentication requirements. The technician performs daily coordination with end-users, service providers, Navy IT service desks, and network administrators to resolve device issues, maintain accurate inventory, and support mission operations that require reliable mobile communications.

The technician conducts device imaging, OS updates, configuration enforcement, and initiates service requests with carriers (e.g., Verizon, AT&T, T-Mobile, FirstNet) for activations, SIM replacements, porting, and troubleshooting. Responsibilities also include ticket management, documentation, user assistance, device issuance/collection, and ensuring devices operate in accordance with Navy cybersecurity and operational standards.

Requirements

•  Configure, enroll, and manage cellular devices in accordance with Navy enterprise mobility policies.
   
• Integrate mobile devices (iPhone, Android, Wi-Fi cards, cellular modems) into Navy networks using authorized MDM/E-MM solutions (e.g., Intune, MobileIron, VMware Workspace ONE).
   
• Perform SIM provisioning, carrier activation, number assignment, porting requests, and service plan management.
   
• Troubleshoot operating system, application, connectivity, email, authentication, and certificate issues on iOS and Android devices.
   
• Support government users with device onboarding, replacement, break/fix actions, and general mobility support.
   
• Enforce DoD/DON cybersecurity requirements, including passcode enforcement, encryption, remote-wipe readiness, and device compliance checks.
   
• Manage and maintain accurate inventory records for all cellular devices and accessories.
   
• Coordinate with Navy service desks, network teams, and wireless carriers to resolve device or service issues.
   
• Perform device OS updates, patching, firmware upgrades, and configuration profile installations.
   
• Respond to tickets within the required SLA and document all actions in the Navy’s designated ITSM system (e.g., NMCI/ServiceNow).
   
• Participate in mobility planning, device refresh cycles, and enterprise modernization efforts as required.