End User Support Level 1 / 2

Job description

RELOCATION ASSISTANCE: Relocation assistance may be available

CLEARANCE TYPE: Secret

TRAVEL: Yes, 10% of the Time

**Description**

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come.

Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon.

We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way.

Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible.

Our employees are not only part of history, they're making history.

Are you interested in expanding your career through experience and exposure, all the while supporting a mission that seeks to ensure the security of our nation and its allies?

If so, then Northrop Grumman may be the place for you.

As a leading global security company providing innovative systems, products and solutions to customers worldwide, Northrop Grumman offers an extraordinary portfolio of capabilities and technologies.

Here at Northrop Grumman, we are comprised of professionals that bring different perspectives, are curious about the world, accepting each other, and understand that the more ideas, backgrounds, and experiences we bring to our work, the more innovative we can be.

As we continue to build our talented workforce we look for professionals that exemplify our core values, leadership characteristics, and approach to innovation.

Northrop Grumman Aeronautics Systems is seeking an End User Support professional (Level 2 or 3) to join our team of qualified, diverse individuals within our Aircraft Solutions organization.

This role will be located at Edwards AFB, CA.

Roles and responsibilities include:

+ Providing technical support for computers and associated networks.
+ Install, troubleshoot, service, and repair of personal computers, related PC software, telephones, cables, and connectors.

Connect personal computers and terminals to existing data networks.

Performs basic PC setups.
+ Instruct and assist users in the use of personal computers and networks.

Investigate information, network, and communications needs of users, and make recommendations regarding software and hardware purchases.

Maintain trouble logs.
+ Complete paperwork and other tasks needed to satisfy Security requirements.

Successfully follow all Security regulations, guidelines, and processes regarding the installation, maintenance, and retirement of PCs and PC-related hardware and software.

Work with Security to remediate classified or unclassified data spillage incidents.
+ Coordinate with users, service desk, server administrators, network engineers, and customer and IT management.
+ Review the trouble ticket queue to identify issues that need to be addressed.

Work through the ticket queue without intervening management direction (self-motivated).

Resolve tickets within established SLAs. Raise issues that require management attention or involvement.
+ Establish and maintain high levels of customer satisfaction according to defined objectives while adhering to established policies.
+ Work with system administrators and other staff to resolve support issues, escalating where appropriate.
+ Participate in new installations, testing and special projects as needed.
+ May spend portions of the day away from the desk when supporting users and moving equipment.
+ Exhibit good communication skills, an energetic approach, and patience with customers.
+ Use your technical understanding of Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) Operations, including Service Desk, Desktop, Network, Telecommunications, Data Center, Application Support, Service Level Management, and other areas of IT Operations.
+ Resolve technical problems and answer queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
+ Diagnose, identify, isolate and analyze problems utilizing historical database records.
+ Route calls to product line specialists.

Maintain and update records and tracking databases.
+ Alert management to recurring problems and patterns of problems.

***This position may be offered at a Level 1 or Level 2***

**Basic Qualifications:**

+ Level 1: High school diploma or equivalent and a minimum of 4 years of related experience; OR Bachelor's of Science degree and 0 years experience.
+ Level 2: High school diploma or equivalent and a minimum of 6 years of related experience; OR Bachelor's of Science degree and a minimum of 2 years of experience; OR Master's Degree and 0 years experience.
+ Must have an active DoD Secret clearance or higher (with a background investigation completed within the last 6 years or currently enrolled into Continuous Evaluation).
+ Must have the ability to obtain and maintain a DoD Top Secret clearance within a reasonable amount of time as determined by business needs.
+ Must have the ability to obtain and maintain Special Access Program (SAP) clearance within a reasonable amount of time as determined by business needs.
+ Must be willing to work a flexible work schedule that may include extended shifts, holidays, weekends and support on-call status when necessary.
+ DoD 8570 IAT Level II (ex: Security + CE) certification.
+ This position requires the ability to perform moderate strenuous physical and repetitious work to include: bending, stooping, kneeling, carrying tools, lifting up to 50 pounds, working overhead, and accessing small, confined spaces.
+ Experience in Microsoft Windows Desktop Operating Systems, Microsoft Office Product Suites, and remote deployment methods.

**Preferred Qualification:**

+ Bachelor of Science or other technical based degree.
+ Current DoD Top Secret clearance.
+ CompTIA A+, Network+ Certifications.
+ Microsoft Certifications (MCP, MCSE or MCSA).
+ Experience with zero and/or thin client devices.
+ Experience in Active Directory configuring user and computer accounts.
+ Cross-platform experience (i.e., two or more: Windows, Linux, Solaris, OSX, UNIX, etc.).
+ Experience supporting VMware VDI (Virtual Desktop Infrastructure).
+ Experience wi LAN/WAN networking.

Primary Level Salary Range: $55,600.00 - $83,400.00

Secondary Level Salary Range: $67,100.00 - $100,700.00

The above salary range represents a general guideline; however, Northrop Grumman considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.

Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results.

Employees in Vice President or Director positions may be eligible for Long Term Incentives.

In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.

The application period for the job is estimated to be 20 days from the job posting date.

However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

Northrop Grumman is an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

For our complete EEO and pay transparency statement, please visit http://www.northropgrumman.com/EEO.

U.S. Citizenship is required for all positions with a government clearance and certain other restricted positions.

Required Skill Profession

Other General