Field Service Technician

BAE Systems•Falls Church, VA

32d•$75,998 - $121,597•Onsite

About The Position

BAE Systems is seeking a Field Service Technician to provide on-site information technology support at its Falls Church, Virginia location. The technician supports local and remote end users, including senior management and C-suite executives, and delivers high-touch customer service in high-pressure, time-sensitive situations while maintaining confidentiality around executive systems and sensitive information. The role includes diagnosing and resolving hardware, software, networking, and access issues; configuring and replacing computers; maintaining equipment inventory; coordinating repairs; supporting technology deployments and office moves; and providing assistance with conference-center audiovisual systems, mobile devices, printers, VPN, Wi-Fi, and remote access. Work is 100% onsite, with occasional travel to local offices and occasional after-hours or surge support for other IT areas.

Requirements

High school diploma and at least 4 years of relevant work experience.
At least 2 years of experience supporting senior leadership or C-suite executives.
Extensive knowledge of Windows 10/11 operating systems.
Working knowledge and experience with Active Directory.
Working knowledge and experience with Microsoft 365, including Teams, Intune, OneDrive, and SharePoint.
Experience imaging and configuring hardware for deployment.
Experience managing devices within a domain.
Working knowledge and experience installing software via SCCM.
Experience troubleshooting and resolving network printer issues.
Experience troubleshooting VPN connectivity issues.
Experience supporting mobile devices.
Experience using remote application software to support on-site and off-site users.
Working knowledge and experience using online ticketing systems.
Ability to collaborate effectively as part of a dynamic team.
Strong customer service skills, situational awareness, and the ability to choose an appropriate approach for varied situations.
Understanding of industry security policies, standards, and procedures.
Excellent oral and written communication skills.

Nice To Haves

At least 5 years of onsite IT support experience, including at least 3 years directly supporting senior leadership or executives.
Demonstrated emotional intelligence, active listening, stress management, and situational awareness.
Ability to manage multiple simultaneous challenges and prioritize effectively.
Experience providing white-glove support to C-suite executives in executive and senior-management environments.
Experience supporting conference-center events, including Microsoft Teams meetings and audiovisual equipment.
Experience using ServiceNow for ticket tracking and resolution.
Experience handling service requests in a service-bar environment and providing real-time resolutions.
Understanding of job flexibility and variations in daily requirements.

Responsibilities

Provide technical support to local and remote end users, including installing and troubleshooting hardware, software, and networking components.
Perform root-cause analysis to diagnose, troubleshoot, resolve, or appropriately escalate issues and requests in accordance with established SLAs.
Provide high-touch executive-level support to senior leadership, delivering efficient solutions with minimal disruption and maintaining strict confidentiality.
Configure new computers and coordinate workstation upgrades and replacements according to the established lifecycle model.
Maintain IT equipment inventory and accurate asset tracking.
Perform preventive maintenance and coordinate warranty repairs with hardware vendors.
Participate in office technology deployments, upgrades, relocations, and IT projects.
Provide audiovisual support for the on-site conference center, digital signage, and shared office equipment.
Facilitate moves, adds, and changes involving end-user hardware and office locations.
Support mobile devices.
Resolve network printer issues.
Configure and support VPN connectivity, Wi-Fi, and remote access solutions.
Document and track work using an IT Service Management platform.
Create and modify knowledge base articles and procedures.
Work onsite and occasionally travel to local office locations to provide support.
Provide occasional after-hours or surge support to other functional IT areas, as required.