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 ArePAE 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 DoProvide 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 Bring2+ years of service desk support experience in a Windows-centric technology environment

Associates Degree or equivalent experience

Relevant Certifications; A+, HDI, Microsoft MTA, MCSWindows 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-$69,800 annual

This position is eligible for time and a half overtime payThe 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  addition, PAE offers a comprehensive benefits package which includes the following:

Employer paid health insurance (medical, dental, vision)
Annual 401k profit sharing based on company profit for the year and account contribution

Professional development reimbursements including state registration and professional association dues Employer paid commuter/parking stipend

Cell phone stipend

Life insurance and disability benefits

Hybrid work schedule

Employee Assistance Program9 paid holidays including an additional employee-selected dayPaid time off for sick leave, family leave, community service, holidays and vacation

To learn more about our comprehensive benefits package, visit  This information is provided per the Equal Pay Act

Our commitment to pay equity

PAE is a JUST label certified company; we demonstrate JUST label requirements within pay equity. Pay scales…