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Service Desk Specialist (Level 2) - National Media Exploitation Center - Bethesda, MD #3756545

Company: BAE Systems

Date: 08/13/2017

Category: Manufacturing — Other

City: Bethesda, MD

A Service Desk Specialist(Level 3)will be responsible for\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 & ticketing systems.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 include but are not limited to:


  • Mentor, train, and support junior Service Desk Specialists


  • 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

Minimum Education And Experience


Bachelor's Degree and 5 years work experience or equivalent experience


Required Skills And Education


The ideal candidate for this role should be flexible, possess hands-on experience, be self-motivated, and be able to effectively influence others to deliver accurate results for the customer. Required skills include but are not limited to:


  • Must possess at least a HS diploma or GED and 6 years of experience in Windows environments and/or call center or service desk experience. An Associate or Bachelor's Degree in a related major (e.g. information systems, computer science, math, or engineering) may be credited for 2 or 4 years of relevant experience, respectively.


  • Hands on experience with Symantec Altiris and HD Institute Processes


  • Experience with basic troubleshooting of Microsoft based products


  • Excellent verbal and written skills


  • Excellent customer relationship skills


  • Security or 8570 compliant

About BAE Systems Intelligence & Security


BAE Systems Intelligence & Security, 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. That's BAE Systems. That's Inspired Work. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression. To see Inspired Work in action, visit www.baesystems.com and follow us on Facebook: www.facebook.com/baesystemsintel.


Service Desk Specialist (Level 2) - National Media Exploitation Center


Bethesda, Maryland


28967BR-1740


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