Field Service Tech IV

BAE Systems•Westminster, CO

5d•$66,017 - $105,628•Onsite

About The Position

Candidate must be able to be granted and retain a Top Secret clearance. This role provides technical support to both local and remote end-users, focusing on the installation and troubleshooting of hardware, software, and networking components to meet individual computer needs. The position involves performing root-cause analysis to diagnose, troubleshoot, and resolve issues, escalating when necessary. Additionally, it includes providing audio-visual support for the on-site conference center and meeting rooms, and offering high-level support to members of the executive C-Suite. Responsibilities also encompass managing and facilitating moves, adds, and changes for end-user hardware, performing new computer configurations, and coordinating workstation upgrades/replacements according to the established lifecycle model. Support for mobile devices and VoIP phones, as well as resolution of printer issues, are also key functions. The role requires providing timely resolution to customer issues and requests in accordance with established SLAs, documenting and tracking work via an online ticketing system, and creating/modifying knowledge base articles and procedures.

Requirements

Basic networking troubleshooting skills
Extensive knowledge of Windows 10/11 OS
Working knowledge and experience using Active Directory
Working knowledge and experience using MS365; Teams, Intune, and OneDrive
Working knowledge of installation of software via SCCM
Experience troubleshooting VPN connectivity issues
Experience using online ticketing systems
Experience utilizing remote application software to provide service to both on-site and off-site users
Experience supporting mobile devices
Experience imaging laptops and adding computers to the domain
Ability to work well with others and in a collaborative team environment
Quality customer service and a proactive approach to problem resolution
Excellent communication skills; oral and written
Ability to drive between multiple local area sites
High School diploma and 4+ years work experience or equivalent experience

Nice To Haves

CompTIA Security +
Experience supporting C-Suite executives
Ability to work independently or as a team member
Windows 11 Operating System support
Microsoft application support
Remote support application software
ServiceNow

Responsibilities

Provide technical support to both local and remote end-users with the installation and troubleshooting of hardware/software and networking components to meet individual computer needs
Perform root-cause analysis to diagnose, troubleshoot and resolve issues, and/or route through proper escalation channels, as needed
Provide audio-visual support for the on-site conference center and additional meeting rooms.
Provide high-level support to members of the executive C-Suite
Manage and facilitate moves, adds, and changes associated with end-user hardware
Perform new computer configuration and coordination of workstation upgrades/replacements based on the established lifecycle model.
Provide support of mobile devices and VoIP phones
Resolve printer issues
Provide timely resolution to customer issues and requests according to established SLAs
Document and track work via online ticketing system
Create and modify knowledge base (KB) articles and procedures