Level 2 Technical Support Analyst

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 Chicago, IL, Detroit, MI, Rock Island, IL, San Francisco, CA.

Required Education, Experience, & Skills

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

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.

Experience with ServiceNow and JIRA

What We Offer

Competitive Salary and Benefits:

Competitive salary and benefits package.

Professional Development:

Opportunity to work with a dynamic team in a fast-paced environment.

Professional development and growth opportunities.

Pay Information

Full-Time Salary Range: $115779 - $196825

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.