Senior Service Desk Agent

Connect the people who matter to the data they need the most. At BAE Systems Intelligence & Security, our cutting edge teams are providing customers with the latest technologies in cloud, cyber, software development and virtualization to enhance intelligence collaboration and make the world a safer place. We’re ready for any challenge – are you game? Join us and learn what Inspired Work is all about.

This position will serve as a Senior Service Desk Support at Dulles North in Sterling. The position will work as first-line System Administrators providing remote support of IT assets. This Service Desk position will perform troubleshooting of all desktop initiative user issues to include issues received by phone call, email & ticket transfer . Senior Service Desk personnel will work with System Administrators, customers, and other Operations staff to help resolve issues. The position will require documentation of the incident in the ITSM (Information Technology Service Management) ticketing system.

Other Responsibilities:

  • Mentor, train, and support junior Service Desk Administrators
  • Write initial and update existing Service Desk documentation
  • Troubleshoot, document and, if unable to resolve, transfer incident to Desktop Initiative Tier II or back to the appropriate customer Service Center (as appropriate)
  • Resolving a wide range of system issues, troubleshooting software, hardware, and network issues
  • Flexibility and the desire to learn on the fly is a must
  • Excellent written & communication skills
  • Shift work required (6am-2:30pm) w/ rotating weekend shifts to support 24/7 operations

Minimum Education and Experience Bachelor’s Degree and 8 years work experience or equivalent experience Required Skills and Education

  • 6-8 years working in a IT support environment
  • 6-8 years’ experience of basic troubleshooting of Microsoft based products
  • Excellent Verbal and Written Skills
  • Excellent Customer Relationship Skills
  • Security + or 8570 compliant (or obtain within 90 days of hire)
  • Must be able to work 6am-2:30pm

Preferred Skills and Education

  • ITIL Foundations Certified
  • Troubleshooting skills of the following disciplines: Directory Services (Active Directory), Hyper-V, Exchange, Skype of Business, and App-V
  • Previous support of cloud or virtualized server environments

About BAE Systems Intelligence & Security BAE Systems is a premier global defense and security company with approximately 90,000 employees delivering 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 and services. Information Solutions, based in Reston, Virginia, is among the 10 largest IT providers to the U.S. government, serving most of the federal defense and civilian marketplace. It provides network-centric command, control, computing, and intelligence (C3I) solutions; wideband networking radio systems; information systems for the U.S. intelligence community; geospatial information services; and information technology services. Leveraging its knowledge of signals and data derived from signals, Information Solutions has attained a market-leading position in advanced information technology research, intelligence analysis and production, and geospatial exploitation software. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression EEO Career Site Equal Opportunity Employer. Minorities . females . veterans . individuals with disabilities . sexual orientation . gender identity . gender expression

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