IT Support Specialist

IT Support Specialist

At BAE Systems OneArc, our IT Support team provides the technology and process to restore balance in the universe so that our teams are enabled to get their jobs done efficiently. The team is accountable for user onboarding and offboarding, Identity, Device, and Access Management (IDAM), end-user device provisioning, maintaining our asset register, first-line software/hardware troubleshooting, and license management. Crucially, this team plays a frontline role in keeping our organization secure and compliant.

As an IT Support Specialist based out of our Orlando, FL office, you will be a key player on this team, directly impacting employee productivity and satisfaction across the business.

Key Responsibilities

• Hardware & Device Management: Provision, configure, and maintain end-user devices (desktops, laptops, and accessories), including handling planned and unplanned hardware refreshes.
• Access & Identity Management: Ensure colleagues receive prompt, approved access to company resources, software, and licenses.
• Onboarding & Offboarding: Seamlessly transition new hires into the company and manage secure offboarding workflows.
• Asset Tracking & Compliance: Own and maintain the IT equipment asset register and software licenses, ensuring full regulatory and corporate compliance.
• First-Line Troubleshooting: Resolve daily technical issues across hardware, operating systems, and applications using basic system design knowledge.
• Event & Trade Show Support: Provide technical setup and support for company trade shows and events as needed.
• Documentation & Automation: Create user-facing FAQs/knowledge base articles to promote self-service, and actively identify repetitive tasks that can be automated.

Core Objectives

• Delight the User: Create a positive, helpful environment that makes colleagues glad they reached out.
• Swift Resolution: Solve problems quickly, effectively, and politely.
• Fiscal Responsibility: Treat OneArc's resources and budget as if they were your own.
• Security & Compliance: Keep our environment secure and compliant at all times.

Skills & Qualifications

Technical Proficiencies

• Operating Systems: Deep understanding of Windows 11 Professional and macOS (Tahoe and above).
• Hardware: Strong knowledge of laptop and desktop hardware, configuration, and troubleshooting.
• Networking Fundamentals: Solid grasp of core office networking concepts, including DHCP, DNS, Routing, WLAN, and VPNs.
• System Design: Foundational knowledge of IT systems to aid in root-cause analysis.

Mindset & Soft Skills

• Customer-Centric: Friendly, approachable, and always eager to help users resolve their issues.
• Agile & Blameless: Learns openly from mistakes and fosters a collaborative environment.
• Critical Thinking: Calm under pressure; capable of driving incidents to resolution and suggesting systemic improvements to prevent repeat issues.
• Efficiency-Driven: Constantly looking for ways to streamline and automate manual tasks.

Education & Experience

• Experience: 2+ years of experience as an IT Support Specialist, Helpdesk Engineer, or similar technical role.
• Education: BA/BSc in Information Technology, Computer Science, or a related field is preferred (or equivalent practical experience).

Work Environment & Additional Attributes

• Location: Based on-site in Orlando, FL. (Possibility for hybrid after probation period)
• Travel: Occasional travel may be required (e.g., for trade shows or site support).
• Traits: Innovative, detail-oriented, creative, and thrives in a fast-paced technology environment.