Help Desk Liaison

Job Description
We are seeking a motivated and customer-focused Help Desk Liaison to serve as a bridge between the High-Performance Computing (HPC) Help Desk, system administration, cybersecurity, and technical analyst teams. This position provides advanced user support, coordinates issue resolution across technical teams, and assists researchers, scientists, and engineers utilizing HPC resources.
This position is onsite at WPAFB, Dayton OH.
Key responsibilities are:

• Serve as the primary escalation point for complex Help Desk tickets at the AFRL DSRC.
• Troubleshoot Linux, authentication, account access, storage, and HPC job submission issues.
• Coordinate issue resolution between users and technical support teams.
• Maintain ticket documentation and tracking within ServiceNow.
• Develop and maintain user-facing documentation and knowledge base articles.
• Assist users with HPC system access, job submission, and troubleshooting activities.
• Identify recurring issues and recommend process improvements.

#LI-VW1
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Required Education, Experience, & Skills

• Bachelor's degree in Information Technology or related field and 2 yyears experience or equivalent experience.
• 3+ years of experience supporting enterprise IT, Linux, or HPC environments.
• Working knowledge of Linux/Unix operating systems.
• Familiarity with Active Directory, LDAP, Kerberos, and SSH authentication.
• Strong troubleshooting, customer service, and communication skills.
• Experience using IT Service Management tools such as ServiceNow, Jira, or Remedy.

Preferred Education, Experience, & Skills

• CompTIA Security+, Linux+, ITIL v4 Foundation, or equivalent certifications.
• Experience supporting High-Performance Computing environments.
• Familiarity with SLURM, PBSPro, Lustre, or similar HPC technologies.
• Experience troubleshooting HPC job submission issues, including scheduler errors, resource allocation issues, environment configuration problems, and basic script-related failures.
• Experience supporting researchers, scientists, or engineers in a technical computing environment.

Pay Information
Full-Time Salary Range: $61278 - $104173
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.