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Amentum · 23 hours ago

Tier 3 Mobile IT Support Technician

Washington, DC

Full-time

Onsite

Senior Level

$36/hr - $38/hr

5+ years exp

Amentum is a premier government contractor seeking a Tier 3 Mobile IT Support Technician to support their Washington, DC customer. The role involves providing advanced mobile support, troubleshooting complex device issues, and managing mobile device environments while ensuring secure operations and maintaining documentation.

Mechanical EngineeringSecurityTechnical Support

No H1B

U.S. Citizen Only

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

Qualification

Mobile Device Management (MDM)ServiceNow ticketing systemTroubleshooting mobile devicesActive DirectoryIntuneApple Business Manager (ABM)Mac/PC hardware/software supportCommunication skillsOrganizational skillsTeam player

Required

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 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 ID driver'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

Preferred

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