Tier II Helpdesk - Mobile Device Management

BAE Systems

1d • $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 a 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. Public Trust clearance and US citizenship is required.

Requirements

• Provide professional, customer-focused support to troubleshoot, register and resolve Apple (iOS/iPadOS) 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 changing shift times to support client's operational requirement
• Public Trust clearance and US citizenship is required.

Nice To Haves

• Minimum 1 year of experience with Microsoft Office, Mobile Device Management (MDM) tools, wireless configuration of Apple iOS/iPadOS, and ServiceNow or similar ticketing system
• At least 3 years experience in a customer service or client-facing role, demonstrating strong communication and multi-tasking abilities
• Expert level technical support experience in Apple mobile solutions is desired

Responsibilities

• Provide professional, customer-focused support to troubleshoot, register and resolve Apple (iOS/iPadOS) 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 changing shift times to support client's operational requirement

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
• Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards.
• Other incentives may be available based on position level and/or job specifics.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees