Tier 3 Mobile IT Support Technician

3 days ago Be among the first 25 applicants

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 Service Now 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.

• 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 Service Now 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.

• 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 Service Now ticketing system, averaging about 10–12 tickets a day
• Experience resetting 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 r'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.

• 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

$36.00 - $38.00

The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

• Health,…