Help Desk Analyst

Job Description
BAE Systems is seeking a Help Desk Analyst to support programs and efforts within the AFRL RIE cross domain and data and information handling portfolio. Technical support for the capabilities and associated programs requires personnel with specific knowledge, expertise and experiences in the Intelligence and Command and Control (C2) Community. This role will lead and provide Tier 1 help desk support, conduct problem resolution for systems, test, and debugging, of current and future systems offered by multiple program offices, including SecureView® and X-ARIBTOR. Track program metrics, providing reporting that identifies trends, and can be used to determine incident status and rates at program and enterprise levels.
Additional responsibilities include:

• Resolve technical problems in a help desk environment
• Work with internal and external users and organizations to support customer user-level requirements, including resolving end-user support requests, and researching and deploying advanced technologies
• Resolve access requests for user accounts and other desktop support functions
• Where possible, use automated tools and scripts to improve efficiency and accuracy
• Provide technical assistance, training, and system documentation for users to promote efficient operation of applications
• Collaborate with the Program Management Offices to build and expand a repository of knowledge base documents for use in the resolution of issues
• Follow standard help desk procedures and adapt them to meet requirements in a dynamic environment
• Document the response to tickets in Jira Helpdesk or approved issue management and tracking software
• Provide system monitoring, administration, and Help Desk support to include network installation, problem resolution, upgrades, maintenance, maintaining user system and exchange accounts, and user training

Required Education, Experience, & Skills

• BS/BA Degree and 6 years of relevant experience OR MS/MA Degree and 4years of relevant experience
• Experience resolving technical problems in a help desk environment
• Experience working with internal and external users and organizations to support customer user-level requirements, including resolving end-user support requests, and researching and deploying advanced technologies
• Experience resolving access requests for user accounts and other desktop support functions
• Experience using automated tools and scripts to improve efficiency and accuracy
• Experience developing training and system documentation for users to promote efficient operation of applications
• IAT Level II certified

Preferred Education, Experience, & Skills

• Experience with DI2E and the Atlassian Tool Suite, especially Jira Service Desk, and Jira
• Experience with Linux based systems.
• Demonstrated Cross Domain knowledge and experience.
• Current TS/SCI Clearance
• Specific experience with Cross Domain Applications
• Systems administration experience
• Red Hat or Linux Certification

Pay Information
Full-Time Salary Range: $73778 - $125422
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.