Field Service Technician

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
- Extensive knowledge of Windows 10/11 Operating Systems
- Working knowledge and experience using Active Directory
- Working knowledge and experience using MS365; Teams, Intune, OneDrive, and SharePoint
- Experience imaging and configuring hardware for deployment
- Experience managing devices within a domain
- Working knowledge and experience installing software via SCCM
- Experience troubleshooting and resolving network printer issues
- Experience troubleshooting VPN connectivity issues
- Experience supporting mobile devices
- 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.