Knowledge Management Rep. - TS/SCI w/ POLY
About The Position
The Knowledge Management Rep creates and maintains standard operating procedures (SOPs), user guides, and knowledge articles for Network Enterprise, and maintains related documentation in the SharePoint Knowledge Management repository. The role provides technical support and troubleshooting for computer systems, software, and hardware, responding to customer questions and issues in person, by phone, email, instant message, or voicemail. It supports users and cloud infrastructure across worldwide sites, maintains familiarity with Network Enterprise services and enterprise applications, and may coach less-experienced professionals or serve as a team or task lead. The position is based onsite at the customer site in Annapolis Junction, Maryland. Applicants may be required to travel to sites where other Knowledge Management team members work, although the posting lists no travel as required. The position is scheduled for 40 hours per week.
Requirements
- At least 5 years of related experience.
- BA/BS degree or equivalent experience.
- Must currently possess Top Secret/SCI clearance and be able to obtain and maintain a polygraph clearance.
- Security+ CE or another 8570 certification.
- PWS 9.1 certification.
- U.S. citizenship required.
- Technical writing and enterprise experience maintaining SOPs, user guides, and knowledge articles within Network Enterprise.
Nice To Haves
- Proficient writing and oral skills.
Responsibilities
- Create and maintain SOPs, user guides, and knowledge articles for Network Enterprise.
- Maintain documentation in the SharePoint Knowledge Management repository and update and share site documents when appropriate.
- Provide technical support and troubleshooting for computer systems, software, and hardware through in-person, phone, email, instant message, and voicemail channels.
- Maintain knowledge of Network Enterprise services across all network classifications, enterprise applications, CCC services, and related products.
- Troubleshoot existing applications and devices within Network Enterprise.
- Maintain computer hardware and software in person and through remote access tools.
- Provide end-user software and hardware troubleshooting.
- Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Administer email, Microsoft Office, and related services.
- Provide remote support through desktop mirroring and other remote access applications for worldwide sites.
- Identify, investigate, resolve, and follow up on problems reported to the helpdesk by users of cloud infrastructure.
- Maintain current knowledge of relevant technology as assigned.
- May coach and guide less-experienced professionals and may serve as a team or task lead.
Benefits
- 401(k) with company match.
- Medical plan options, including options with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- Paid education and certifications.
- Internal mobility support and professional growth opportunities.
- Full flex work weeks where possible.
- Paid time off, including vacation, sick and personal time, holidays, paid parental, military, bereavement, and jury duty leave.
- Short- and long-term disability benefits, life insurance, accidental death and dismemberment coverage, personal accident coverage, critical illness coverage, and business travel and accident insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
