Tier 1 Initial Support Analyst

Join a team that's shaping the future of IT support. 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.

Location Requirement: The successful candidate must be located within 50 miles of Fort Worth, TX, Honolulu, Hawaii, or Phoenix, AZ.

• 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

• 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+)

Pay Information: Full-Time Salary Range: $70735 - $120250

About BAE Systems Intelligence & Security: BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts - defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team-making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.