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Enterprise Service Desk Analyst
2 weeks ago
Job Description
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 an Enterprise Service Desk 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 an Enterprise Service Desk Analyst, you'll provide initial remote contact support through the Enterprise Service Desk (ESD) for a large government enterprise's internal IT infrastructure. You'll serve as the first point of contact for users experiencing issues with systems, applications, devices, and mobile endpoints, delivering efficient troubleshooting and escalation to restore service quickly. Your day-to-day responsibilities will include providing remote support, logging and categorizing incidents, performing basic troubleshooting, and escalating complex issues to higher-tier support.
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 contribute to ESD reporting, educate users on self-service options, and ensure all support activities comply with federal regulations. If you're a motivated and skilled IT professional looking for a new challenge, we encourage you to apply.
Location Requirement
The successful candidate must be located within 50 miles of Washington, DC.
Required Education, Experience, & Skills
Required Education, Experience, & Skills
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
- 8+ years of experience in IT support, help desk, or service desk roles, with a focus on remote end-user assistance in enterprise environments
- Hands-on experience supporting diverse devices and applications, including Windows/macOS, mobile OS (iOS/Android), and common productivity tools (e.g., Microsoft 365)
- Active DoD Secret Clearance (must be current and transferable)
- Familiarity with ITSM tools like ServiceNow for ticketing and remote support
- Strong customer service skills, with the ability to communicate technical concepts clearly to non-technical users under pressure
- Sound understanding of industry practices, techniques, and standards, with broad application of concepts and principles
- Works under general direction from supervision, with work reviewed for judgment and overall adequacy and accuracy
Preferred Education, Experience, & Skills
Preferred Education, Experience, & Skills
- ITIL 4 Foundation certification
- Experience supporting U.S. government or DoD users, including secure remote access and mobile device management (MDM) tools
- CompTIA A+ or similar entry-level IT certification
- Background in multi-channel support (phone, chat, email) and basic scripting for automation of routine tasks
- Associate's degree or higher in a technical field if Bachelor's is not held
Pay Information
Full-Time Salary Range: $ $
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including 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.
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.
Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.
This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.
