Level 2 Technical Support Analyst - Remote Eligible

Remote Initial Support Analyst

Join a team that's shaping the future of IT support. At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As a Remote Initial Support Analyst, you'll play a critical role in providing Tier 1 analysis and support for zero client, thin client, thick client, desktop, laptop, and high-performance end-user computing services and peripheral devices. You'll work closely with our team to ensure seamless delivery of IT services, utilizing existing, Government-owned devices to the maximum extent practicable. Your day-to-day responsibilities will include managing the logistics of developing and deploying integrated solutions, ordering, operating, maintaining, and transporting assets. You will also provide basic print services for all identified devices, operate, install, configure, and maintain printer devices, and coordinate and track end-user and common device service handoffs. As a technical expert, you will exercise considerable latitude in determining objectives and approaches to assignments. By joining our team, you will have the opportunity to work on exciting projects, collaborate with a talented team, and make a significant impact on the customer's operations. Our company values innovation, teamwork, and customer satisfaction, and we are committed to providing a supportive and dynamic work environment. If you are a motivated and skilled technical support analyst looking for a new challenge, we encourage you to apply.

Experience with printer devices, including installation, configuration, and maintenance

Strong project management skills, with the ability to lead projects and teams

Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines

Experience with ServiceNow, JIRA and similar

Location Requirement: The successful candidate must be located within 50 miles of Puerto Rico, Louisville, KY, Kansas City, MO, or Huntington, WV.

Required Education, Experience, & Skills:

• 2+ years of experience with Bachelor's degree in Computer Science, Information Technology, or related field
• 8+ years of experience in IT support, with a focus on end-user computing services and peripheral devices
• Applies extensive expertise, and has full knowledge of other related disciplines
• Work is performed with some direction, but with considerable latitude in determining objectives and approaches to assignment
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues
• Excellent communication and interpersonal skills, with the ability to work effectively with customers and team members

Technical Skills:

• Experience with IT service management frameworks (e.g., ITIL)
• Knowledge of network protocols and architectures (e.g., TCP/IP, DNS, DHCP)
• Familiarity with virtualization technologies (e.g., VMware, Citrix)
• Experience with remote access and service capabilities

Certifications:

• MCSA, VCP or similar industry certification

Preferred Education, Experience, & Skills:

• Education: Master's degree in information technology, Cybersecurity, Data Science, Information Systems, Computer Science, or related field.
• Certifications: MCSA, VCP or similar industry certification
• Experience: Experience with cloud-based solutions, including AWS, Azure, and/or Google Cloud. Configuration Management/Document Management. Experince with ServiceNow and JIRA

What We Offer:

• Competitive Salary and Benefits
• Professional Development

Pay Information

Full-Time Salary Range: $86460 - $146982

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.