Sr IT Support Specialist

Baltimore Air Coil • Full-time • Jessup, Maryland, United States • 9h ago

POSITION PURPOSE

The Senior IT Support Analyst provides advanced global IT support and plays a key role in ensuring the stability, quality, and continuous improvement of BAC’s IT services.
This position operates primarily at an advanced Tier 2 level, handling complex incidents, acting as a functional escalation point within IT Support Services, and mentoring IT Support Analysts.

In addition to operational support, the Senior IT Support Analyst actively contributes to problem management, knowledge development, service improvement initiatives, and cross-team collaboration, helping to elevate the overall effectiveness and maturity of IT Service Operations globally.

PRINCIPAL ACCOUNTABILITIES

Principle accountabilities are:

Advanced IT Support & Escalation

Provide advanced second-level technical support for complex incidents and service requests across end-user computing, collaboration platforms, and enterprise applications.

Act as an escalation point for IT Support Analysts and coordinate resolution of high-impact or recurring issues.
Support major incident management activities, including troubleshooting, communication, and coordination with technical teams.

Problem Management & Root Cause Analysis

Lead or contribute to problem investigations to identify root causes and prevent recurring incidents.

Collaborate with Infrastructure & Digital Workplace, Application Operations, and Security teams to implement corrective and preventive actions.
Track and follow up on known errors and improvement actions.

Knowledge & Process Improvement

Develop, maintain, and review knowledge base articles, standard operating procedures, and troubleshooting guides.

Ensure knowledge quality, accuracy, and usability for the global support organization.
Identify opportunities for automation, standardization, and self-service to improve service efficiency.

Mentoring & Team Enablement

Coach and mentor IT Support Analysts, supporting skills development and consistent support practices.

Act as a subject matter expert for specific technologies or services within the support domain.
Promote best practices in customer service, documentation, and incident handling.

Service Management & Collaboration

Ensure adherence to ITIL-based service management processes, including incident, request, and problem management.

Support service performance reporting and contribute to continuous service improvement initiatives.
Work closely with vendors and internal IT teams to ensure effective service delivery and escalation management.

NATURE AND SCOPE

The Senior IT Support Analyst reports to the Manager, IT Service Operations and operates within a global IT support organization.
The role has a high level of interaction with end users, IT peers, technical specialists, and external service providers, and plays a key role in maintaining service stability and user satisfaction.

PERFORMANCE INDICATORS

Resolution of complex and escalated incidents.

Reduction of recurring incidents through effective problem management.
Quality, accuracy, and adoption of knowledge base content.
User satisfaction and feedback scores.
Adherence to ITIL processes and support standards.
Contribution to service improvement initiatives and team capability development.

KNOWLEDGE & SKILLS

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

Several years of experience in an IT support, service desk, or technical support role, preferably in a global environment.
Strong hands-on experience supporting end-user computing environments (Windows and macOS).
Proven experience supporting Microsoft 365 and collaboration platforms.
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Familiarity with IT service management (ITSM) tools and ITIL practices.
Demonstrated ability to troubleshoot complex technical issues independently.
Strong communication, documentation, and stakeholder management skills.
Customer-focused mindset with the ability to operate effectively under pressure.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and walk up to 50% of the time. Working conditions include those of a normal construction environment, as well as standard hazards associated with installed HVAC equipment and rotating equipment. This position requires occasional lifting of up to 30 lbs, and travel of 10 - 20% of the time.

Travel Required

Yes. 10-20%

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