BAE Systems Intelligence & Security is seeking a Tier 2 mobile device helpdesk representative to join our team. In this remote position, you will provide direct technical support for mobile devices to government personnel in the Washington DC area, ensuring secure connections to client applications. Our mission is to defend national security through breakthrough technology and superior solutions.
What You'll Do
- Provide professional, customer-focused support to troubleshoot, register, and resolve Apple (iOS) mobile device issues.
- Diagnose issues by identifying the nature of calls, determining root causes, and providing effective solutions or escalating as needed.
- Build rapport with users of various backgrounds to ensure a positive support experience.
- Stay informed on the evolving mobile device landscape and client 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 the client’s continuous operations.
What We're Looking For
- At least 1 year of experience with Microsoft Office, Mobile Device Management (MDM) tools, wireless configuration for Apple iOS (Android considered), 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.
- Active Top Secret clearance required.
- US citizenship required.
Nice to Have
- Expert-level technical support experience in Apple Mobile Solutions.
Technical Stack
- Microsoft Office
- Mobile Device Management (MDM) tools
- Apple iOS
- ServiceNow or similar ticketing systems
Benefits & Compensation
- Compensation range: $57,319 - $91,710
- Health, dental, and vision insurance
- Health savings accounts and 401(k) savings plan
- Disability, life, and accident insurance
- Employee assistance program and legal plan
- Discounts on home, auto, and pet insurance
- Paid time off, holidays, and paid parental, military, bereavement, and applicable sick leave
- Company recognition program
Work Mode
This is a fully remote position supporting a client in the Washington DC area, with a listed location in Bluemont, Virginia.
BAE Systems is an equal opportunity employer.
