Tier 3 Mobile IT Support Technician

Amentum•Washington, DC

3d•$36 - $38

About The Position

Amentum is seeking a Tier 3 Mobile IT Support Technician to join our team and support our Washington, DC customer. We are looking for team members who are passionate about making a difference by working on critical efforts we manage as a premier government contractor. We're pipelining candidates for a future role. You enjoy providing Tier 3 mobile support while multitasking in a fast-paced environment and utilizing the ServiceNow ticketing system. One of your strong points is your eagerness to learn and how you are proactive in asking questions when you need more information. As a team player, you thrive in helping your colleagues and look forward to supporting our customers professionally. Responsibilities: Complete hardware and software repairs on non-functioning mobile devices Reset or change client's password through Secure doc encryption, Active Directory, and Keychain Access. Participate in multiple projects, serve as subject matter expert and endpoint of escalation for the Service Desk, application owners, and tier-3 support teams on issues related to the mobile device environment Troubleshoot complex issues with multiple mobile devices, including but not limited to: iPhones, iPads, Android iOS and Macs Plan for obsolescence and decommissioning of Mobile devices in the environment MDM management with configuration profiles to manage active Apple devices, concentrating on current industry-led security protocols and standards Create, maintain, and implement detailed documentation and maintain standard operating procedures for software upgrades, patching, etc. Activate, enroll, provision, and remotely decommission devices via Intune and Apple Business Manager (ABM) Install, configure, troubleshoot, and resolve incidents related to Mac/PC hardware, software Support secure operations by maintaining anti-virus, endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints Document and track customer incidents and requests using the ServiceNow incident tracking/ticketing software system. Here at Amentum, we are bringing advanced engineering and technology solutions to the most significant challenges in science, security, and sustainability. We realize breakthroughs by continuously reinvesting, deliver on missions by meeting commitments, take on challenges with courage, embrace diversity and collaboration, and believe safety and well-being are integral to success.

Requirements

At least 5 years of experience providing IT hardware and software support for mobile devices
Experience troubleshooting complex issues with multiple mobile devices, including but not limited to: iPhones, iPads, Android iOS, and Macs
Experience with ServiceNow ticketing system, averaging about 10–12 tickets a day
Experience reseting or changing user's password through Secure doc encryption, Active Directory, and/or Keychain Access
Experience with Mobile Device Management (MDM) and configuring profiles to manage active Apple devices, concentrating on current industry-led security protocols and standards
Experience with activating, enrolling, provisioning, and remotely decommissioning devices via Intune and/or Apple Business Manager (ABM)
Experience installing, configuring, troubleshooting, and resolving incidents related to Mac/PC hardware and software
Experience with maintaining anti-virus, endpoint security applications, and remediating vulnerabilities, security violations, and incidents within designated time constraints
Experience troubleshooting Microsoft 365 applications and authentication errors on mobile devices
Experience migrating users in a refresh cycle
Must have a valid, REAL ID driver's license to enter federal buildings (or other acceptable documentation, such as a valid U.S. passport book or card, etc.)
Must be able to obtain and maintain facility credentials/authorization.
Note: US Citizenship is required for facility credentials/authorization at this work location.

Nice To Haves

Experience working in a high-paced, high-volume Government Client environment
Experience handling Personal Identity Verification (PIV) cards
Experience as a subject matter expert and endpoint of escalation on issues related to the mobile device environment
Experience with documentation, tracking, security, and testing related to network operations and hardware/software integration, including review and maintenance of agency policies and procedures
Excellent writing, communication, and organizational skills

Responsibilities

Complete hardware and software repairs on non-functioning mobile devices
Reset or change client's password through Secure doc encryption, Active Directory, and Keychain Access.
Participate in multiple projects, serve as subject matter expert and endpoint of escalation for the Service Desk, application owners, and tier-3 support teams on issues related to the mobile device environment
Troubleshoot complex issues with multiple mobile devices, including but not limited to: iPhones, iPads, Android iOS and Macs
Plan for obsolescence and decommissioning of Mobile devices in the environment
MDM management with configuration profiles to manage active Apple devices, concentrating on current industry-led security protocols and standards
Create, maintain, and implement detailed documentation and maintain standard operating procedures for software upgrades, patching, etc.
Activate, enroll, provision, and remotely decommission devices via Intune and Apple Business Manager (ABM)
Install, configure, troubleshoot, and resolve incidents related to Mac/PC hardware, software
Support secure operations by maintaining anti-virus, endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints
Document and track customer incidents and requests using the ServiceNow incident tracking/ticketing software system.

Benefits

Health, dental, and vision insurance
Paid time off and holidays
Retirement benefits (including 401(k) matching)
Educational reimbursement
Parental leave
Employee stock purchase plan
Tax-saving options
Disability and life insurance
Pet insurance
Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.