What are the responsibilities and job description for the Service Desk Analyst position at BAE Systems?
Job Description
BAE Systems is seeking a Radio Technical Support workforce that is able to accomplish its assigned duties and respond to no-notice situations in order to sustain the customer’s mission and its processes. Will minimize the customer’s equipment downtime, taking into consideration the circumstances/characteristics of the equipment defect or damage. Will be customer service oriented and respond to the needs of the customer and other contractors.
Contractor, Engineering and Distributed Antenna Systems (DAS) staff will work alongside division staff to modernize the RF over Fiber DAS in place today to a supported and future ready platform.
Will provide appropriate technical support with timely and cost-effective service desk portal support, accurate inventory of radio assets and accessories, equipment requests and returns. Provide technical support for the inventory software system and coding edits for improved performance and ancillary radio project support. Enhance the management of radio fleet preventive maintenance, device programming and annual inventory compliance.
Provide documentation and technical checklists of preventive maintenance procedures, and timely diagnosis and minor equipment repairs. Collect, document and report accurate records of all Radio fleet device locations, nomenclature, maintenance hours in service, Radio Frequency Performance levels by device, account for radio fleet devices out of service, radio fleet devices with particular failure conditions that pose unique consideration for avoiding re-occurrence. Track number of radio fleet devices serviced during 30, 60, and 90 day periods, Health of overall radio fleet in readiness for ad-hoc special event incident briefings, and inventory of devices, parts and associated components for a long-range success during annual audits.
Implement an inventory management process to account for all equipment under the distribution of the service desk. As part of inventory management implementation, stand up the use of RF-ID tagging and asset management, stand up the use of Industrial Vending machines that will distribute the assets of Radio Services in division offices as identified by the COR. Maintain inventory of the items and re-fill the vending machines as stock count requires at each of the machine locations.
Experience working in a customer service environment supporting at least 3,500 users. Experience with Microsoft Outlook, Word, Excel, Power Point and Visio. Ability to process inventory through multiple web-based inventory and work ticket systems including ServiceNow. Experience with Motorola Customer Programming Software.
Provides customer service support to users within 30 minutes of initial interaction and resolution to device failures within 30 minutes of confirming device is out of service including:
Equipment and accessory replacement
Examination, diagnosis, repair or RMA to depot
Manage inventory of radio devices and accessories
Transport equipment and accessories to and from storage/repair facility/stock
Reporting via email, work ticket system and verbal with documentation to the COR
This position is located in Washington, DC. There is no relocation assistance available for this position. Applicants must be currently residing in or state willingness to relocate self to Washington DC or surrounding areas.
Required Education, Experience, & Skills
Bachelor’s Degree and a minimum of 6 years of direct experience with telecommunications, integration design, installation and support (equivalent experience may be substituted for the degree)
Ability to pass US Capitol Police Background Check
Strong troubleshooting and problem isolation techniques for solving complex troubles with telecommunication instruments, equipment, circuits, channels, and trunk troubles where limited standardization exists
Experience with Microsoft Windows OS
Experience with ServiceNow
Experience with Motorola Customer Programming Software
Familiarity with Motorola portable and mobile radio accessories and how they work in unison with the devices
Familiarity with Motorola trunked digital radio operation with focus on
affiliation process,
- devices operation when experiencing high traffic, declaring emergencies,
- navigation from the keypad vs channel selector
- how the digital audio requires unique operating methods so to ensure clear transmission and reception
Microsoft 365 operation
Strong troubleshooting and problem isolation techniques for solving complex troubles with telecommunication equipment, circuits, channels, and trunk troubles
Considerable knowledge base of secure communications instruments, MB lines, T-1 primary rate interfaces
Capable of performing essential technical maintenance activities and telecommunications equipment installations, de-installations IAW applicable published standards with minimal guidance
Preferred Education, Experience, & Skills
Experience with any of the following Motorola Base Station equipment:
- Motorola APX-600
- Vertex Radio
- Motorola Astro Mobile
- Motorola XTS-5000
- Motorola TXM 2000 VHF
- Motorola GTR 8000
- Digital Interface Unit (DIU)
- Astro Tac Comparator(ATAC)
- Motorola XTS-3000
- Motorola Radio Gateway Unit (RGU)
- Wave Routers
- KVL Key Loaders
Experience using test equipment such as O-scope, Fireberd, and transmission test sets
Familiarity with patch panels
Ability to be self-reliant
Ability to professionally interact with high level civilian officials on a daily basis
Quality assurance experience with both new and upgraded telecommunications systems
Trainer / training experience
Positive service-oriented attitude
Military experience / knowledge of customs and courtesies
Experience with larger enterprise IP networks and related networking equipment
Pay Information
Full-Time Salary Range: $95106 - $161680
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.
Salary : $95,106 - $161,680
