Tier 1 Initial Support Analyst

BAE Systems Plc•Jacksonville, FL

35d•$70,735 - $120,250

About The Position

At BAE Systems, we're passionate about delivering innovative IT solutions that enable our customers to achieve their missions. As a Tier 1 Initial 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. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply. As a Tier 1 Initial Support Analyst, you'll provide Tier 1 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 1 support for remote access and service capabilities, including basic VPN checks, password resets, and 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 log and categorize incidents in ITSM platforms like ServiceNow, perform basic resolutions and workarounds for common issues, and document initial findings, trends, and resolutions in support tickets. 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)
2+ years of experience in Tier and IT support, with hands-on expertise providing initial troubleshooting for end-user devices and remote access in government or large enterprise environments
Proven ability handling basic remote support 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 initial issue resolution
Sound understanding of industry practices, techniques, and standards, with broad application of concepts and principles

Nice To Haves

CompTIA A+ certification
Experience supporting DoD or large federal end-user environments, including VDI basics 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 routine tasks (e.g., PowerShell)
Master's degree in a relevant field or additional certifications (e.g., CompTIA Network+)

Responsibilities

Provide Tier 1 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 1 support for remote access and service capabilities, including basic VPN checks, password resets, and connectivity troubleshooting.
Log and categorize incidents in ITSM platforms like ServiceNow.
Perform basic resolutions and workarounds for common issues.
Document initial findings, trends, and resolutions in support tickets.

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
company recognition program to receive monetary or non-monetary recognition awards