Tier 1 Initial Support Analyst jobs in United States
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BAE Systems, Inc. · 1 day ago

Tier 1 Initial Support Analyst

positionCharleston, SC
timeFull-time
remoteOnsite
seniorityEntry, Mid Level
money$64K/yr - $108K/yr
date2+ years exp

BAE Systems, Inc. is an international defense, aerospace and security company delivering innovative IT solutions. As a Tier 1 Initial Support Analyst, you will provide exceptional IT support, troubleshoot end-user devices, and manage incidents in ITSM platforms while collaborating with a dynamic team.

Defense & Space
badNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

Responsibilities

Provide Tier 1 analysis and troubleshooting support for end-user computing devices
Provide Tier 1 support for remote access and service capabilities
Log and categorize incidents in ITSM platforms like ServiceNow
Perform basic resolutions and workarounds for common issues
Document initial findings, trends, and resolutions in support tickets

Qualification

IT support experienceITIL 4 practicesRemote support toolsCompTIA A+ certificationHigh-performance computing supportScripting for routine tasksCustomer service skillsAnalytical skillsCommunication skills

Required

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
2+ years of experience in Tier and IT support, with hands-on expertise providing initial troubleshooting for end-user devices and remote access in government or large enterprise environments
Proven ability handling basic remote support for high-performance computing and peripherals
Active DoD Secret Clearance (must be current and transferable)
Strong knowledge of ITIL 4 practices, particularly incident and service desk management, and federal IT standards (e.g., NIST 800-53)
Proficiency in remote support tools (e.g., Microsoft Endpoint Manager, VMware Horizon) and OS platforms (Windows, Linux)
Excellent customer service, analytical, and communication skills for initial issue resolution
Sound understanding of industry practices, techniques, and standards, with broad application of concepts and principles

Preferred

CompTIA A+ certification
Experience supporting DoD or large federal end-user environments, including VDI basics and secure remote access (e.g., CAC/PIV integration)
ITIL 4 Foundation or higher certification, with focus on service operation
Background in high-performance computing support (e.g., GPU virtualization) and scripting for routine tasks (e.g., PowerShell)
Master's degree in a relevant field or additional certifications (e.g., CompTIA Network+)

Benefits

Health, dental, and vision insurance
Health savings accounts
A 401(k) savings plan
Disability coverage
Life and accident insurance
Employee assistance program
A legal plan
Paid time off
Paid holidays
Paid parental leave
Military leave
Bereavement leave
Any applicable federal and state sick leave

Company

BAE Systems, Inc.

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Improving the future and protecting lives is an ambitious mission, but it’s what we do. BAE Systems, Inc. is the U.S.
dateFounded in 1999
location
Falls Church, Virginia, US
people-size10001+ employees
web-link
https://jobs.baesystems.com/global/en

Funding

Current Stage
Late Stage

Leadership Team

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Tom Arseneault
President & Chief Executive Officer, BAE Systems, Inc.
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Don Widener, PhD
Chief Technology Officer, Intelligence Solutions
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Company data provided by crunchbase