Help Desk Lead

Job Description BAE is seeking an experienced Senior Help Desk Analyst to serve as a working lead for a five person on site support desk. The primary scope of duties include:

• Serve as a working lead, actively managing and working break-fix tickets and service requests.
• Provide technical oversight and guidance to team members.
• Interact with Technical Director and on-site Government program manager to ensure operational alignment and contract adherence.

This position is on the General Integration contract supporting the Executive Office of United States Attorneys' (EOUSA). Required Education, Experience, & Skills Minimum Candidate Requirements:

• Minimum 8 years overall IT experience with a minimum of 5 years of Help Desk experience.
• Experience motivating and coaching support staff and ensuring effective team collaboration and development.
• Experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking, user complaint and montioring programs, and quality control programs.
• Excellent written and verbal communication skills, including experience in presenting material to senior Government officials & stakeholders.
• Proven experience with IT support, training, problem resolution, and customer satisfaction.
• Current A+ certification.
• Must be able / willing to work on site Monday through Friday. Work location is 175 North Street NW, Washington, DC. Remote work is not offered.
• Must be able to obtain a security clearance.

Preferred Education, Experience, & Skills Preferred Education, Experience, & Skills:

Information Technology Infrastructure Library V4 (ITIL 4) certification
A Bachelor's Degree in computer science, engineering, information systems, business, or other relevant discipline or related field.

Pay Information
Full-Time Salary Range: $79365 - $134921

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.