Lead Tier 2 Remote Support Analyst

BAE Systems Plc•Saint Louis, MO

58d•$105,254 - $178,931•Remote

About The Position

At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As a Lead Tier 2 Remote Support 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. As a Lead Tier 2 Remote Support Analyst, you'll provide Tier 2 analysis and troubleshooting support for end-user computing devices, including zero clients, thin clients, thick clients, desktops, laptops, and high-performance computing services. You'll also provide Tier 2 support for remote access and service capabilities, including VPN configurations, multi-factor authentication, and secure connectivity issues. 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 lead root cause analysis for escalated incidents, mentor and guide Tier 1 analysts, and document resolutions, trends, and recommendations in ITSM platforms like ServiceNow. 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)
6+ years of experience in Tier 2 IT support, with hands-on expertise troubleshooting end-user devices and remote access in government or large enterprise environments
Proven leadership in mentoring support teams and handling escalated remote troubleshooting for high-performance computing and peripherals
Active DoD Secret Clearance (must be current and transferable)
Strong knowledge of ITIL 4 practices, particularly incident and service desk management, and federal IT standards (e.g., NIST 800-53)
Proficiency in remote support tools (e.g., Microsoft Endpoint Manager, VMware Horizon) and OS platforms (Windows, Linux)
Excellent customer service, analytical, and communication skills for resolving complex issues remotely
Applies extensive expertise, and has full knowledge of other related disciplines, with the ability to exercise considerable latitude in determining objectives and approaches to assignment

Nice To Haves

Microsoft Certified Solutions Associate (MCSA) certification
VMware Certified Professional (VCP) certification
Experience supporting DoD or large federal end-user environments, including VDI deployments and secure remote access (e.g., CAC/PIV integration)
ITIL 4 Foundation or higher certification, with focus on service operation
Background in high-performance computing support (e.g., GPU virtualization) and scripting for automation (e.g., PowerShell)
Master's degree in a relevant field or additional certifications (e.g., CompTIA A+)

Responsibilities

Provide Tier 2 analysis and troubleshooting support for end-user computing devices, including zero clients, thin clients, thick clients, desktops, laptops, and high-performance computing services.
Provide Tier 2 support for remote access and service capabilities, including VPN configurations, multi-factor authentication, and secure connectivity issues.
Lead root cause analysis for escalated incidents
Mentor and guide Tier 1 analysts
Document resolutions, trends, and recommendations in ITSM platforms like ServiceNow.

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.