Principal Tier 2 Remote Support Analyst

Principal Tier 2 Remote 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 Principal Tier 2 Remote Support Analyst, you'll play a critical role in providing exceptional IT support to the customer. You'll be part of a dynamic team that values innovation, teamwork, and customer satisfaction.

As a Principal Tier 2 Remote Support Analyst, you'll provide Tier 2 analysis and troubleshooting support for end-user computing devices, including zero clients, thin clients, thick clients, desktops, laptops, and high-performance computing services. You'll also provide Tier 2 support for remote access and service capabilities, including VPN setups, multi-factor authentication, and secure connectivity troubleshooting. By joining our team, you'll have the opportunity to work on exciting projects, collaborate with a talented team, and make a significant impact on the customer's operations.

You'll be expected to perform root cause analysis for escalated incidents, document detailed resolutions, trends, and recommendations in ITSM platforms like ServiceNow, and collaborate with cross-functional teams to address hardware/software integrations, deployments, and compliance challenges.

Location Requirement: The successful candidate must be located within 50 miles of New Orleans, LA, Memphis, TN, Huntsville, AL, or Mobile, AL.

Required Education, Experience, & Skills

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• 6+ years of experience in Tier 2 IT support, with hands-on expertise troubleshooting end-user devices and remote access in government or large enterprise environments
• Proven ability handling advanced remote troubleshooting for high-performance computing and peripherals
• Active DoD Secret Clearance (must be current and transferable)
• Strong knowledge of ITIL 4 practices, particularly incident and service desk management, and federal IT standards (e.g., NIST 800-53)
• Proficiency in remote support tools (e.g., Microsoft Endpoint Manager, VMware Horizon) and OS platforms (Windows, Linux)
• Excellent customer service, analytical, and communication skills for resolving complex issues remotely
• Applies extensive expertise, and has full knowledge of other related disciplines, with the ability to exercise considerable latitude in determining objectives and approaches to assignment

Preferred Education, Experience, & Skills

• Microsoft Certified Solutions Associate (MCSA) certification
• VMware Certified Professional (VCP) certification
• Experience supporting DoD or large federal end-user environments, including VDI deployments and secure remote access (e.g., CAC/PIV integration)
• ITIL 4 Foundation or higher certification, with focus on service operation
• Background in high-performance computing support (e.g., GPU virtualization) and scripting for automation (e.g., PowerShell)
• Master's degree in a relevant field or additional certifications (e.g., CompTIA A+)

Pay Information: Full-Time Salary Range: $105254 - $178931. Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

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.