Outreach SME Level 2 -BT
About The Position
Provide direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. Support/interface with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, and SharePoint. Respond to system issues and perform first level corrective maintenance. Enter issues via a problem tracking tool. Follow and maintain current AEA Standard Operating Procedures (SOP’s) and documented AEA Outreach Service Level Agreements (SLAs). Responds to complicated user questions. Escalate complex issues within the SD Outreach Team. Monitor the health and status of current AEA systems. Prepare routine metrics and system availability reports. Escalate complex system questions to Tier II Support and appropriate Government stakeholders. Identify common user challenges and work with development teams, UX teams, and product leads. Shall maintain and update the ticket tracking tool. Prepare routine metrics and system availability reports and user support metrics. Assist in orienting, training, assigning, and checking the work of lower level employees. Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests. Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts. Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner. Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues. Provide customer follow up to ensure questions have been answered and collect feedback.
Requirements
- ACTIVE TS/SCI W/ FULL SCOPE POLYGRAPH SECURITY CLEARANCE (U.S. CITIZENSHIP REQUIRED)
- Six (6) years of demonstrated hands-on experience with AEA tools and capabilities.
- High school diploma or equivalent required.
- Understanding of product workflows in an operational setting.
Nice To Haves
- Bachelor’s degree from an accredited university is highly desired.
- Operational experience as an analyst preferred.
Responsibilities
- Provide direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status.
- Support/interface with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, and SharePoint.
- Respond to system issues and perform first level corrective maintenance.
- Enter issues via a problem tracking tool.
- Follow and maintain current AEA Standard Operating Procedures (SOP’s) and documented AEA Outreach Service Level Agreements (SLAs).
- Responds to complicated user questions.
- Escalate complex issues within the SD Outreach Team.
- Monitor the health and status of current AEA systems.
- Prepare routine metrics and system availability reports.
- Escalate complex system questions to Tier II Support and appropriate Government stakeholders.
- Identify common user challenges and work with development teams, UX teams, and product leads.
- Shall maintain and update the ticket tracking tool.
- Prepare routine metrics and system availability reports and user support metrics.
- Assist in orienting, training, assigning, and checking the work of lower level employees.
- Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests.
- Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts.
- Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner.
- Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues.
- Provide customer follow up to ensure questions have been answered and collect feedback.
Benefits
- Medical, dental, and vision insurance
- Basic Life/AD&D, Voluntary Life/AD&D, Short and Long-Term Disability, Accident, Critical Illness, Hospitalization Indemnity, and Pet Insurance
- 401(k) plan with company match
- Generous PTO, paid holidays, parental leave, and more
- Access to wellness programs and mental health support
- Opportunities for growth, including tuition reimbursement
- Flexible work arrangements, including remote work options
- Flexible Spending Accounts (FSAs)
- Employee referral programs
- Bonus opportunities
- Technology allowance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
