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Original posting
Job Description
BAE Systems is looking for a Field Service Technician to provide on-site Information Technology support at its Falls Church, VA location. As a member of a team with a unique focus, you will have the opportunity to support a diverse customer base, both locally and remotely, that includes senior management and C-Suite executives. The ideal candidate will possess strong, proven customer service skills, and the ability to deliver elite-level user experiences, with an emphasis on managing high-pressure, time-sensitive situations that tap into customer service acumen, as much as technical experience. As a Field Service Technician you will:
Provide technical support to both local and remote end-users with the installation and troubleshooting of hardware/software and networking components to meet individual computer needs
Perform root-cause analysis to diagnose, troubleshoot and resolve issues and requests, and/or route through proper escalation channels, as appropriate, in accordance with established Service Level Agreements (SLAs).
Provide high touch, Executive level support to senior leadership, demonstrating knowledge, and providing solutions efficiently, with minimal disruption, while maintaining strict confidentiality around executive systems and sensitive information
Perform new computer configuration and coordination of workstation upgrades/replacements based on the established lifecycle model
Maintain inventory of IT equipment and ensure accurate asset tracking
Perform preventive maintenance and coordinate warranty repairs with hardware vendors
Participate in office technology deployments, upgrades, relocations, and IT projects
Provide audio-visual support for the on-site conference center, digital signage, and shared office equipment.
Facilitate moves, adds, and changes associated with end-user hardware and office locations
Provide support of mobile devices
Resolve network printer issues
Configure and support VPN connectivity, Wi-Fi, and remote access solutions
Document and track work using an IT Service Management platform.
Create and modify knowledge base (KB) articles and procedures
Work 100% onsite, with occasional travel to local office locations to provide needed onsite support.
Engage in occasional after-hours or surge support assistance to other functional IT areas, as required
Required Education, Experience, & Skills
High School diploma and 4+ years of relevant work experience
At least 2 years of experience supporting senior leadership or c-suite executives is a must
Experience utilizing remote application software to provide service to both on-site and off-site users
Working knowledge and experience using online ticketing systems
Ability to work well and collaborate with others as part of a dynamic team environment
High level customer service skills demonstrating acute awareness of environment, and appropriate approach to a variety of situations
Understanding of industry security policies, standards, and procedures
Excellent communication skills; oral and written
Preferred Education, Experience, & Skills
At least 5+ years of onsite IT support experience with at least 3 years directly supporting senior leadership or executives
Proven track record of high emotional intelligence, active listening, stress management, and situational awareness.
The ability to navigate multiple simultaneous challenges, demonstrating appropriate prioritization, to ensure an effective solution.
Experience working with C-Suite executives providing 'white-glove' support, demonstrating customer service skills appropriate for executive and senior management level environments
Experiencing supporting events in a Conference Center environment, including Microsoft Teams meetings and audio/visual equipment
Experience using ServiceNow for ticket tracking and resolution
Experience fielding service requests in a service-bar environment, providing real-time resolutions
Demonstrated understanding of job flexibility and variations to daily requirements
Pay Information
Full-Time Salary Range: $75998 - $121597
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, Inc.
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.
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.