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.

• 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 activities 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

• 2+ years of service desk support experience in a Windows‑centric technology environment
• Associate’s 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

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

• 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 Program
• 9 paid holidays including an additional employee‑selected day
• Paid time off for sick leave, family leave, community service, holidays and vacation

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at PAE will be based on merit, qualifications and abilities. PAE does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (sex), national origin, age, veteran status, sexual orientation, gender identity, physical characteristics historically associated with race, disability, genetic information or any other characteristic protected by applicable law.

PAE will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. This policy governs all aspects of employment including selection, job assignment, compensation, discipline, termination and access to benefits and training.