Customer Support Technician (System Admin II)

Job Description
The Customer Support Technician will be part of an elite and agile Operations and Sustainment Team responsible for multiple GEOINT mission critical production systems and capabilities across the entire enterprise.
Will provide user support and customer service on customer-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Responsible for initial assessment, triage, research, providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, isolates problem, and determines/implements solution. The Customer Support Technician will also be responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed.

• Respond to requests for technical assistance in person, via phone, or electronically
• Diagnose and resolve hardware and software issues
• Research issues using available information resources
• Advise users on appropriate action
• Follow standard help desk procedures and CONOPS
• Log all help desk interactions
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare daily operational status briefings
• Stay current with system information, changes and updates
• Provide share drive management including administrative responsibilities, training content managers, and configuration management duties

Please note that pursuant to a government contract, this specific position requires US citizenship status"
Required Education, Experience, & Skills

• A Bachelors' Degree or 4 years' of relevant experience or equivalent relevant experience. Will take less Education if experience shows qualification
• Knowledge of call tracking applications
• Knowledge and experience of customer service practices
• Strong customer service skills and experience
• Ability to work 24x7 rotating shift schedule
• Active TS
• Ability to obtain a Security Plus Certification

Preferred Education, Experience, & Skills

• Experience in Linux and Linux applications Experience
• Must be able to communicate effectively (written and oral) across multiple teams and with senior company and customer management.
• Windows Systems Administration Experience
• Experienced in systems operations and specific tools to optimize solutions
• Proficiency in MS Word, Excel, MS Project and PowerPoint
• Experience with exploitation tools including Socet GXP and Remote View
• Knowledge of current and emerging trade craft and content management approaches within the multi-INT customer environment such as Foundation GEOINT, SOM, OBP, and Analytics
• Thorough knowledge of standard and non-standard GEOINT products and content

Pay Information
Full-Time Salary Range: $77809 - $132275
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 Electronic Systems
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. Electronic Systems (ES) is the global innovator behind BAE Systems' game-changing defense and commercial electronics. Exploiting every electron, we push the limits of what is possible, giving our customers the edge and our employees opportunities to change the world. Our products and capabilities can be found everywhere - from the depths of the ocean to the far reaches of space. At our core are more than 14,000 highly talented Electronic Systems employees with the brightest minds in the industry, we make an impact - for our customers and the communities we serve.