Wireless Specialist

SkyePoint Decisions is a leading Cybersecurity Architecture and Engineering, Critical Infrastructure and Operations, and Applications Development and Maintenance IT service provider headquartered in Dulles, Virginia with operations across the U.S. We provide innovative enterprise-wide solutions as well as targeted services addressing the complex challenges faced by our federal government clients. Our focus is on enabling our clients to deliver their mission most efficiently and effectively – anytime, anywhere, securely. We combine technical expertise, mission awareness, and an empowered workforce to produce meaningful results.

Join the SkyePoint team and become part of a highly skilled, professional workforce dedicated to delivering mission-critical solutions. Our exceptional technical experts provide innovative services and solutions to federal agencies, making a meaningful impact every day. At SkyePoint, we value top talent and foster an environment where your ideas and contributions truly matter. Be part of a team that values excellence and rewards innovation—your future starts here!

This is a contingent position based upon customer approval.

SkyePoint is seeking a highly motivated and eager individual to fill the role of a Wireless Specialist supporting the Department of State (DOS). 

This is a onsite position based in Washington, D.C. This position is a day shift Monday-Friday 8:00am-5:00pm.

This is a wireless provisioning position in support of the of the Department of State (DoS) Vanguard Program, Customer Care and Support (CCS), Mobile Operations Division.  The Wireless Provisioning Specialist is responsible for service activations/reactivations, communication with distribution channels and DoS customers, and ensures all data is available for prompt and accurate entry in accordance with company/agency standards and rate plan/ multi-user plan requirements.

Responsibilities:

• Ability to work within a multi-vendor/carrier environment.
• Perform telecom account maintenance functions including features, equipment, rate plans, address changes, as well as referral credits. To perform maintenance, candidate must be knowledgeable of all products, promotions, and services.
• Perform other business support tasks as needed.
• Process wireless device orders via Telecommunications Service Requests (TSR) or Ariba; notify, provide status, and coordinate wireless device receipts with Bureau POCs.
• Monitor porting system queues and complete all porting requests; customer and/or service provider, to complete orders. Advise customer when orders are complete.
• Follow up on returned equipment, deactivated accounts, and bill contract penalties with ported out customers.
• Troubleshoot and resolve customer system setup issues; escalate to Wireless manager if unable to resolve issues.
• Document issues in ServiceNow, providing details, updates, and specific steps taken to resolve the issues.
• Create and maintains instructions for account setups, existing account maintenance, and system information.
• Continually enhance knowledge of products, services, rate plans, and featuresPerform additional related duties as requested or required, including but not limited to: account reconciliations and system reconciliations.

Additional Duties may include:

• Device Activations and Re-Activations.
• Remote access enrollments.
• Ticket escalations to Systems Team or engineers.

Required Qualifications:

• AA degree in related technical discipline with nine (9) years or more of experience.
• Experience working within a multi-vendor/carrier environment.
• 2-3 years’ experience in a customer service role.
• Basic knowledge of wireless mobile device equipment (Android, iOS).
• Excellence communication and writing skills.
• Excellence in providing and following up on customer requirements.
• Must be able to work onsite Monday-Friday from 8:00AM-5:00PM.
• Must be a U.S. citizen with an active Secret clearance. 

Preferred Qualifications:

• Cellular order processing, credit evaluation experience, number porting, cellular switch experience, paging, voicemail and database knowledge a plus.

What We Can Offer You:

• At SkyePoint, we go B.I.G. (beginning in GRATITUDE) by recognizing all we have and giving back to our employees, families, and communities. It instills a positive mindset that permeates all we do. By beginning in gratitude, SkyePoint can continue to spread living in gratitude each day.
• Great Benefits: Several insurance options including HMO and High Deductible plans with Health Savings Accounts [HSAs], Flex Spending Accounts [FSAs], Full Dental Plans, ST/LT Disability, Life Insurance, floating federal holiday options, and 401k matched
• Certificate Incentive Program: To promote professional development, we recognize and reward employees who obtain new certifications aligned with business needs.
• SkyePoint DoD SkillBridge Industry Partner Fellowship Program

• Flexible Work Environment

Compensation:

Salary Range: $60,000-$90,000

The SkyePoint Decisions salary range for this position is a general guideline only. It represents an estimated range for this position and is just one piece of our total compensation package. 

Salary at SkyePoint is determined by various factors, including but not limited to location, work schedule, the candidate’s combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability, market data and business considerations.

In addition to a competitive salary, SkyePoint offers benefits including a certification incentive program, PTO, floating federal holiday options, several insurance options including HMO and High Deductible plans with Health Savings Accounts [HSAs], Flex Spending Accounts [FSAs], Full Dental Plans, Vision, ST/LT Disability, Life Insurance, and 401k matched.

SkyePoint Decisions is an established ISO 9001:2015 and ISO/IEC 27001:2013 certified small business and appraised at CMMI Level 3 for Services and Development. We possess a common vision of excellence and foster a collaborative team culture built upon individual performance and accountability. We invest in our people and systems to create value for our clients. It is the SkyePoint Way. We are grateful for the opportunity to work with exceptional people and give back to the communities we serve. Our employees value the flexibility at SkyePoint that allows them to balance quality work and their personal lives.

Please be aware of recruiting scams and people claiming to be from SkyePoint Decisions. For more information, please see the Welcome Page of our Careers site.

Skyepoint Decisions is a participating E-Verify Employer. 

U.S. Citizenship is required for most positions.

Equal Opportunity Employer/Veterans/Disabled.