Tier 2 Helpdesk - Moblie Device Support

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. US citizenship is required, and Active TS clearance is preferred.

• Provide professional, customer-focused support to troubleshoot, register, and resolve Apple (iOS) mobile device issues for users.
• Diagnose issues by identifying the nature of reported issues, 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-pasted environment with flexibility to adapt to changes.

Preferred Education, Experience, & Skills

• Minimum 1 year of experience with Microsoft Office applications, Mobile Device Management (MDM) tools, wireless configuration for Apple iOS, and ServiceNow or similar ticketing systems.
• At least 3 years of experience in a customer service or client-facing role, demonstrating strong communication and multi-tasking skills.
• Experience working on a small team and knowledge sharing/assisting team mates.
• Ability to think “outside the box” and recommend innovation/automation to evolve and improve operations.

Full-Time Salary Range: $57319 - $91710

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20 hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including 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.