Tier 1 Initial Support Analyst

Tier 1 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 Tier 1 Initial 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. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.

As a Tier 1 Initial Support Analyst, you'll provide Tier 1 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 1 support for remote access and service capabilities, including basic VPN checks, password resets, and 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 log and categorize incidents in ITSM platforms like ServiceNow, perform basic resolutions and workarounds for common issues, and document initial findings, trends, and resolutions in support tickets.

Location Requirement: The successful candidate must be located within 50 miles of Puerto Rico, Vicksburg, MS, Walla Walla, WA, or Wilmington, NC.

Required Education, Experience, & Skills

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)

2+ years of experience in Tier and IT support, with hands-on expertise providing initial troubleshooting for end-user devices and remote access in government or large enterprise environments

Proven ability handling basic remote support 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 initial issue resolution

Sound understanding of industry practices, techniques, and standards, with broad application of concepts and principles

Preferred Education, Experience, & Skills

CompTIA A+ certification

Experience supporting DoD or large federal end-user environments, including VDI basics 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 routine tasks (e.g., PowerShell)

Master's degree in a relevant field or additional certifications (e.g., CompTIA Network+)

Pay Information: Full-Time Salary Range: $63662 - $108225

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.

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.