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Job Description

BAE Systems is seeking a strong IT service/ hardware and software support analysts to support a variety of service activities, usually via telephone calls, web interface, email notifications, user generated tickets, or automatically reported infrastructure events. The individual will handle incidents across up to 6 (six) different site locations, manage service requests, perform first contact resolution (FCR) when applicable, and refer or escalate incidents to other technical representatives.

The selected candidate will be a subject matter expert (SME) in problem management (PbM) as it relates to hardware and software troubleshooting, providing feedback to change actions along a myriad of other interfaces between the user, customer Users, internal/external Users and the rest of the organization and processes. The Hardware Analysts will also be familiar with incident and request management processes in order to restore normal service operations as quickly as possible and minimize the adverse impact on the business operations and user productivity.

Required Education, Experience, & Skills

Typically a High School Diploma and 4 years work experience or equivalent experience

• Experience with Microsoft Office Suite and other Microsoft applications

• Applications troubleshooting experience

• Printer troubleshooting experience

• Experience working with a service desk ticketing system such as Remedy or ServiceNOW

• Understanding of Microsoft Active Directory

• Experience working on a Tier 1 Helpdesk

• Experience troubleshooting hardware issues

• The ability to obtain and maintain a US Government security clearance (or already possessing a Public Trust clearance)

• Must be willing to work in an office (notremote) Monday - Friday

• Must have reliable transportation for regular local business travel

• Must be willing to and capable of air travel to regional site locations several times per year (if necessary).

Preferred Education, Experience, & Skills

• 3 years experience with Microsoft Office Suite and other Microsoft applications

• 3 years experience with applications troubleshooting

• 3 years experience working with a service desk ticketing system such as Remedy or ServiceNOW

• 3 years experience working on a Tier 1 Helpdesk

Pay Information

Full-Time Salary Range: $56200 - $95500

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.

Desktop Support Specialist

110221BR

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