Tier 3 Mobile IT Support Technician

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.

You enjoy providing Tier 3 mobile support while multitasking in a fast-paced environment and utilizing the ServiceNow 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.

Responsibilities:

• 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 ServiceNow 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.

Compensation:

The annual starting salary for this position is between $70,000 - $75,000 annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits:
Amentum offers the following benefits for this position, subject to applicable eligibility requirements: medical dental and vision insurance, 401(k) retirement plan, life insurance, long-term and short term disability insurance, 15 days annually of paid time off, and parental leave.

Minimum Requirements:

• 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 ServiceNow ticketing system, averaging about 10–12 tickets a day

• Experience reseting 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 be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location. 

Preferred Qualifications:

• Experience working in a h