JOB DESCRIPTION: Join SAIC, and help address the nation’s most pressing and complex challenges. SAIC works with our customers on missions that strengthen security and safety and protect the basic values of our society. We have an opening for a motivated, dedicated and energetic Outreach SME to support one of our Programs within the Intelligence Community in Annapolis Junction, MD.
Team Member will 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, SharePoint, and SpySpace.
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
TYPICAL EDUCATION AND EXPERIENCE: Two (2) years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities.
High school diploma or equivalent required.
Bachelor’s degree from an accredited university is highly desired.
Understanding of product workflows in an operational setting.
Operational experience as an analyst preferred.