Tier II Helpdesk - Mobile Device Management

BAE Systems

5d • $57,319 - $91,710 • Remote

About The Position

BAE Systems is seeking a skilled Tier 2 mobile device helpdesk representative to join our team supporting client in Washington DC area. This remote role offers the opportunity to work directly with government personnel, providing technical support for mobile devices and ensuring secure connections to client applications. Active TS clearance required, and US citizenship are required.

Requirements

• Minimum 1 year of experience with Microsoft Office, Mobile Device Management (MDM) tools, wireless configuration Apple iOS (preferred but will consider Android), and ServiceNow or similar ticketing systems.
• At least 3 years of experience in a customer service or client-facing role, demonstrating strong communication and multitasking abilities.

Nice To Haves

• Expert level technical support experience in Apple Mobile Solutions is desired.

Responsibilities

• Provide professional, customer-focused support to troubleshoot, register, and resolve Apple (iOS) mobile device issues for users.
• Diagnose issues by identifying the nature of calls, determining root causes, and working to provide effective solutions or escalate as needed.
• Build rapport with users of various backgrounds and personality types to ensure a positive support experience.
• Stay informed on the evolving mobile device landscape and client’s mobile policies to provide up-to-date assistance.
• Work effectively in a dynamic, fast-paced environment with flexibility to adapt to changes.
• Participate in a 24/7 on-call rotation to support client’s continuous operations.

Benefits

• health, dental, and vision insurance
• health savings accounts
• a 401(k) savings plan
• disability coverage
• life and accident insurance
• employee assistance program
• a legal plan
• discounts on things like home, auto, and pet insurance
• paid time off
• paid holidays
• paid parental, military, bereavement, and any applicable federal and state sick leave
• company recognition program to receive monetary or non-monetary recognition awards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed