IT Service Desk and Operations Analyst, Enterprise Common Classified (ECC) Team

RTN 2 (Raytheon IDMS)
Tewksbury, MA 01876
IT Service Desk and Operations Analyst
Enterprise Common Classified (ECC) Team
Raytheon Missiles & Defense Digital Technology
Tewksbury, MA



About Us:
At Raytheon Missiles & Defense, fresh thinking and possibilities are forged in times of change and you will be on the front lines as we trailblaze new approaches, push the boundaries of innovation and chart a course to a tomorrow you can be proud to have a hand in creating.

Job Summary:
Our DT organization ensures that RMD teammates across the globe are able to communicate, collaborate and innovate for customer success. We create leading-edge technology solutions to prevent security threats, protect the integrity of our systems and support the RMD DT infrastructures around the world.

As an Raytheon Missile & Defense (RMD) Enterprise Common Classified (ECC) Service Desk and Operations Analyst you will collaborate and partner with a diverse cross-section of DT, Engineering, and Program Management teammates supporting RMD's programs across the Enterprise Wide Area Network (eWAN) to handle requests ranging from inputting and routing tickets, administering iSupport to include optimizing the system and creating workflows, metrics reporting, and working with the classified Helpdesk team to ensure issues are resolved in a timely manner in order to continually improve the quality and cost of DT environments and overall service delivery.
This is an excellent opportunity for System Administrators, Help Desk and PC Technicians to take the career to the next level and chart a course for professional development and growth.
This position is located in Tewksbury, MA, with potential for domestic travel.
Please note that this position requires an active U.S. DOD Secret Security Clearance as of day one of employment. Except in rare cases, only US Citizens are eligible for US Security Clearances.

Responsibilities to Anticipate:
  • Provide DT support, including basic to intermediate triage and troubleshooting for program desktops, applications and information systems from incoming incidents and requests from program end users across the Enterprise Common Classified (ECC) Network
  • Identifies, manages and resolves issues in a timely manner based on prioritization
  • Interacts directly with program users and other ECC admins to support incoming requests and incidents
  • Responsible for interacting with a wide array of DT, DT Cybersecurity, DT Program Leads, and other technical and business users to deliver excellent service delivery
  • Responsible for technical documentation and manuals for support and knowledge base of supported components
  • Interacts directly with program users on incoming requests and incidents
  • Responsible for interacting with a wide array of DT, DT Cybersecurity, DT Program Leads, and other technical and business users to deliver excellent service delivery
  • Responsible for technical documentation and manuals for support and knowledge base of supported components
  • Working to determine common problem areas and automate solutions to repetitive requests
  • Operations monitoring for over two thousand classified devices across 30 programs.
Qualifications You Must Have:
  • Bachelors degree or additional 2 years of DT/IT experience may be substituted for each 1 year of college
  • Minimum of 2 years of applicable professional experience in a related field
  • Experience working on end-user focused teams on classified communications systems in an operational environment, including the modernization of legacy environments
  • Knowledge of Active Directory and group policy management
  • Ability to work and collaborate in virtual environment where team members are not co-located.
  • CompTIA Security + Certification or the ability to obtain in 6 months from date of hire
  • An active and in-scope Secret (or higher) US security clearance
Qualifications We Value:
  • Prior experience with ServiceNow or iSupport help desk software
  • Knowledge of help desk processes and procedures are a plus
  • Technical knowledge and understanding of Servers (Windows, Unix, Linux), Storage, Virtualization / Cloud technologies, and networking systems
  • Experience generating documentation/tooling aids
  • Ability to learn new skills and knowledge in a constantly changing environment
  • Experience with Jira
  • Strong knowledge of Visio, Word, Excel, PowerPoint and Microsoft Project
  • Maintain and contribute to the monitor, report, and analyzation of team performance to drive improvements on overall service delivery
What We Offer:
Whether youre just starting out on your career journey or are an experienced professional, we offer a robust total rewards package that goes above and beyond with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the superior benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

Additional Details:
Clearance Information: This position requires an active security clearance. Non-US citizens may not be eligible to obtain a security clearance. The Defense Industrial Security Clearance Office (DISCO), an agency of the Department of Defense, handles and adjudicates the security clearance process. More information about Security Clearances can be found on the US Department of State government website here: https://www.state.gov/m/ds/clearances/c10978.htm

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IT Service Desk and Operations Analyst, Enterprise Common Classified (ECC) Team

RTN 2 (Raytheon IDMS)
Tewksbury, MA 01876

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