Service Desk Analyst

The Opportunity

The IS Service Desk Analyst is the helpful and friendly face of support for PAE employees, partners, and clients. This role is part of a geographically distributed support team, helping both local and remote users gain the most from PAE's technology systems. Successful candidates are familiar with industry best-practices, have solid experience in Windows client OS and application support, and are self-motivated with a flair for positive human interaction.

Who We Are

PAE is an engineering and design firm that turns complex challenges into reality. By leveraging the latest technologies, we solve problems in unique ways, and our designs enable buildings and communities to be more resilient and efficient. PAE is trusted by our clients in every aspect of a project's lifespan, from idea to occupancy. We set ambitious goals backed by analysis to significantly conserve water and energy while balancing costs and long-term operational needs.

As a B Corp, we measure success by the benefits our projects provide to our clients, our communities, and our planet. We embrace innovation, transparency, sustainability, and lifelong curiosity.

What You'll Do

• Provide front-line OS, application, and hardware support for local and remote end-users
• Perform user access and account management in active directory
• Support IS asset lifecycle management (procurement, imaging, deployment, tracking, dispositioning) for PAE supported hardware and software
• Provide IS-related orientation and training for new hires
• Prepare, provision, maintain, and retire distributed technology systems (e.g., laptops, desktops, printers, phones, etc.)
• Prioritize, track, and document all service activities via Service Management (ticketing) system
• Provide timely incident management and service fulfillment activates in accordance with service level objectives
• Execute all activities in compliance with established Information Security and IS Service Management controls (e.g., change, incident, and problem management)
• Support the testing, validation, and documentation of software and hardware systems
• Create and maintain support documentation for consumption by end-users and IS staff
• Occasional after-hours support for PAE projects, initiatives, and IS systems maintenance
• Create a positive customer support experience with a consummately professional attitude
• Perform other duties as assigned

What You Bring

• 2+ years of service desk support experience in a Windows-centric technology environment
• Associates Degree or equivalent experience
• Relevant Certifications; A+, HDI, Microsoft MTA, MCS
• Windows desktop OS and application support
• Mobile device and application provisioning, maintenance, and management
• Networking concepts and troubleshooting, especially the TCP/IP protocol suite
• VoIP client configuration and troubleshooting
• Client hardware & peripheral configuration, provisioning and troubleshooting
• Multi-function printers and plotters
• File systems structure, permissions, and access support
• Active Directory User and Computers administration
• SLA-driven task management
• Strong verbal communication and documentation skills, including experience translating complex technical subjects in a way that is meaningful to the target audience
• Ability to maintain a professional, positive and friendly manner always
• Ability to multi-task, shift focus, and prioritize workflow with minimal supervision
• Ability to engage peers and leadership in process improvement and problem resolution
• Familiarity with ITIL/ITSM concepts

What We Offer

• Hiring Base Salary Range: $53,700-$69,800annual
  • This position is eligible for time and a half overtime pay

The base salary is one component of PAE's competitive compensation package for employees. We take into consideration a variety of factors including but not limited to skills, abilities, experience, education, credentials, internal equity and geographic location in determining exact salary offered. At PAE, employees are eligible for annual compensation reviews based on performance and business needs. The above range represents PAE's good faith and reasonable estimate of the range of possible compensation at the time of posting.

In addition, PAE offers a…