Help Desk Technician

Job Description
We are seeking a motivated and customer-oriented IT Help Desk Technician to join our team. This position will provide first-line technical support to the DoD scientific, research, and engineering community utilizing High Performance Computing Modernization Program (HPCMP) assets, ensuring timely and effective resolution of high performance computing-related (HPC) issues.
Key responsibilities are:

• Provide front-line technical support via phone, email, or in-person for HPC-related hardware, software, and network issues.
• Assist users with job submissions, scheduling, and monitoring on HPC systems.
• Troubleshoot and resolve issues related to Kerberos authentication, HPC system access, storage systems, and network connectivity.
• Follow established procedures and guidelines for troubleshooting and resolving technical issues.
• Diagnose and troubleshoot technical issues related to system authentication and access, HPC batch and interactive job submissions, and software utilization.
• Perform password resets and provide basic accounts support for users.
• Maintain accurate, thorough records of support requests and resolutions using the Servicenow IT Service Management platform.
• Collaborate with senior HPC staff to escalate and resolve complex technical issues.
• Educate users on best practices for operating in a HPC environment.

Required Education, Experience, & Skills

• High school diploma or equivalent plus four years' service desk or call center environment.
• Basic understanding of computer hardware, software, and networking concepts.
• Strong problem-solving and communication skills.
• Experience with Linux, Windows, and Mac operating systems.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Customer-focused attitude with a desire to help others.
• Willingness to learn and adapt to new technologies and procedures.

Preferred Education, Experience, & Skills

• Associate's degree in Information Technology or a related field, plus two years' experience in a HPC environment.
• CompTIA Linux+ and Security+, or equivalent certifications.
• Experience with Linux/Unix operating systems.
• Familiarity with HPC scheduling systems (e.g., Slurm, PBS).
• Basic knowledge of parallel computing concepts and programming languages (e.g., MPI, OpenMP).

Pay Information
Full-Time Salary Range: $50268 - $85455
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.