**Job Description** BAE Systems is seeking a motivated, Service Desk Analyst for an exciting opportunity to support the Air Force's acquisition of the next generation Intercontinental Ballistic Missile (ICBM). **Why BAE Systems?** BAE Systems is the third largest defense contractor in the world with an exceptional, mission-focused culture. The 1,400 BAE Systems employees and sub-contractors located at Hill Air Force Base, Utah are aligned to the United States Air Force Nuclear Weapons Center. We support the Center in sustainment of the existing LGM-30 Minuteman III (MM III) weapon system and acquisition of its replacement, the YLGM-182A Sentinel, formerly known as Ground-Based Strategic Deterrent (GBSD). We are a valued mission partner delivering daily excellence and innovative solutions to our government customers. BAE Systems has earned accolades as a Top Workplace in Utah based on employee feedback for many consecutive years, earning special distinction for providing a healthy work-life balance for our valued employees. We work very hard to ensure this is a great place to work! **Why Utah?** You ve got to see it to believe it! Utah is an amazing state with a diverse and eclectic culture and truly offers a new experience for anyone willing to search. We are located north of Salt Lake City at the foot of the beautiful Wasatch Mountains. The area offers an incredible range of outdoors pursuits across the seasons including hiking, climbing, hunting, fishing, and camping, boating and world class skiing at resorts that hosted the 2002 Winter Olympics. The state is home to five amazing National Parks and an easy drive from two more; Grand Teton and famous first National Park in the world, Yellowstone. The Salt Lake City area offers a vast array of cultural activities and businesses including multiple professional sports teams. It is a western states hub for exceptional, cutting edge medical care with people traveling from across the region for a range of nationally renowned specialty care centers and doctors. The Salt Lake International Airport is expanding and offers easy direct access to just about anywhere you want to fly. **Why the DTO and Sentinel?** The DTO supports an array of clients and transformational initiatives across the Air and Space Force. The Sentinel Program specifically is an enormous and complex Mega-Project modernizing the entire ICBM weapon system deployed across tens of thousands of square miles in five states. Without a doubt Sentinel is one of the DOD s most important acquisition efforts for the next decade, if not longer. It includes a complete refurbishment of hundreds of aging Minuteman III ICBM facilities to secure and support a newly designed, technologically advanced ballistic missile. It will also provide an entirely new command and control system as well as vast array of required support equipment specifically engineered to operate and sustain the new weapon system over the decades ahead, and remain operational until at least 2075. **Job Details** We are looking for a dedicated and customer-focused Tier 1 Service Desk Analyst to join our IT support team. The successful candidate will be the first point of contact for our users, providing technical assistance and support related to computer systems, software, and hardware. This role involves resolving basic technical issues, escalating more complex problems when necessary, and ensuring an outstanding level of service and support to all employees. Key Responsibilities: Incident Management: Log, troubleshoot, and resolve basic technical issues related to hardware, software, network, and other IT services. First-Level Support: Serve as the initial point of contact for all IT-related queries via phone, email, or ticketing systems. Provide clear, concise, and friendly assistance. Problem Solving: Diagnose and solve common user problems using established procedures. Follow scripts or knowledge base articles to guide users through issue resolution. Documentation: Maintain accurate records of incidents, solutions, and user interactions within our ticketing system. Contribute to and update documentation and knowledge bases. User Education: Guide users on best practices for IT usage, including security awareness, password management, and basic troubleshooting techniques. Escalation: Efficiently escalate unresolved issues to Tier 2 support or relevant IT teams while ensuring proper communication and follow-up with the user. Asset Management: Assist in basic inventory management tasks like tracking hardware/software assets and ensuring compliance with company policies. Continuous Improvement: Participate in regular training sessions to stay updated with new technologies, procedures, and support tools. Provide feedback for improving service quality. **Required Education, Experience, & Skills** + High School Diploma or equivalent; an Associate's degree in IT or related field is preferred. + Basic understanding of computer hardware, software, and operating systems (Windows, macOS) + Good problem-solving skills and the ability to work under pressure + Strong communication skills, both written and verbal, with the ability to explain technical issues in layman's terms + Patience and a customer-first attitude + Ability to follow scripts and procedures while also using judgement for unique situations + Familiarity with IT service management tools like ServiceNow, JIRA, or similar ticketing systems **Preferred Education, Experience, & Skills** + 1-2 years of experience in a customer service or technical support role + ITIL Foundation certification or working knowledge of ITIL practices + Experience with remote desktop applications and basic network troubleshooting + CompTIA A , Network , and or Sec certification **Pay Information** Full-Time Salary Range: $45241 - $76910 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. **Service Desk Analyst** **109031BR** EEO Career Site Equal Opportunity Employer. Minorities . females . veterans . individuals with disabilities . sexual orientation . gender identity . gender expression