Enterprise Service Desk Analyst
About The Position
At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As an Enterprise Service Desk 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 an Enterprise Service Desk Analyst, you'll provide initial remote contact support through the Enterprise Service Desk (ESD) for a large government enterprise's internal IT infrastructure. You'll serve as the first point of contact for users experiencing issues with systems, applications, devices, and mobile endpoints, delivering efficient troubleshooting and escalation to restore service quickly. Your day-to-day responsibilities will include providing remote support, logging and categorizing incidents, performing basic troubleshooting, and escalating complex issues to higher-tier support. 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 contribute to ESD reporting, educate users on self-service options, and ensure all support activities comply with federal regulations. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- 8+ years of experience in IT support, help desk, or service desk roles, with a focus on remote end-user assistance in enterprise environments
- Hands-on experience supporting diverse devices and applications, including Windows/macOS, mobile OS (iOS/Android), and common productivity tools (e.g., Microsoft 365)
- Active DoD Secret Clearance (must be current and transferable)
- Familiarity with ITSM tools like ServiceNow for ticketing and remote support
- Strong customer service skills, with the ability to communicate technical concepts clearly to non-technical users under pressure
- Sound understanding of industry practices, techniques, and standards, with broad application of concepts and principles
- Works under general direction from supervision, with work reviewed for judgment and overall adequacy and accuracy
Nice To Haves
- ITIL 4 Foundation certification
- Experience supporting U.S. government or DoD users, including secure remote access and mobile device management (MDM) tools
- CompTIA A+ or similar entry-level IT certification
- Background in multi-channel support (phone, chat, email) and basic scripting for automation of routine tasks
- Associate's degree or higher in a technical field if Bachelor's is not held
Responsibilities
- providing remote support
- logging and categorizing incidents
- performing basic troubleshooting
- escalating complex issues to higher-tier support
- contribute to ESD reporting
- educate users on self-service options
- ensure all support activities comply with federal regulations
Benefits
- health, dental, and vision insurance
- health savings accounts
- a 401(k) savings plan
- disability coverage
- life and accident insurance
- employee assistance program
- a legal plan
- discounts on things like home, auto, and pet insurance
- paid time off
- paid holidays
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Transportation Equipment Manufacturing
Number of Employees
5,001-10,000 employees
