Principal Tier 2 Remote Support Analyst
About The Position
At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As a Principal 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 Principal 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 setups, multi-factor authentication, and secure connectivity troubleshooting. 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 perform root cause analysis for escalated incidents, document detailed resolutions, trends, and recommendations in ITSM platforms like ServiceNow, and collaborate with cross-functional teams to address hardware/software integrations, deployments, and compliance challenges. 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 ability handling advanced 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 setups, multi-factor authentication, and secure connectivity troubleshooting.
- Perform root cause analysis for escalated incidents.
- Document detailed resolutions, trends, and recommendations in ITSM platforms like ServiceNow.
- Collaborate with cross-functional teams to address hardware/software integrations, deployments, and compliance challenges.
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
