Tier 2 Helpdesk - Mobile Devices

Job Description
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 strongly preferred, and US citizenship are required.
Required Education, Experience, & Skills
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.

Qualifications:

• 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.

Preferred Education, Experience, & Skills

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

Pay Information
Full-Time Salary Range: $56195 - $89912
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.
About BAE Systems Intelligence & Security
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts - defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team-making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.
Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do-from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.