REQUIRES AN ACTIVE/EXISTING TS/SCI WITH POLYGRAPH - NO REMOTE WORK
Seating available in Annapolis Junction, MD Washington, DC or Reston, VA
This is an exciting opportunity to be a part of a large community of users of a recently upgraded suite of platforms. Provides an opportunity to work with both the user community as well as the customer while serving as a point of contact for assistance and becoming an experienced user of the system. Brief users at training sessions and customers as required.
As a Systems Engineer some of your duties will include providing help desk support, being the point of contact for any issues, training users on the platforms, and engaging with the diverse users of the various platforms. Additionally, you will be responsible for testing upgrades, helping the community build out the communities on the platforms, and engaging with the customer.
EDUCATION REQUIREMENT
- 9 Years of experience in Systems or IT related roles or a highly related field of work with similar scope and responsibilities.
- A bachelor's degree may be substituted for 4 years of experience and a master's degree may be substituted for 6 years of experience
REQUIRED QUALIFICATIONS- Provide community management and help desk support for users, including access issues, feature questions, and issue triage during core support hours.
- Serve as a resource on IC Spaces capabilities, configurations, and use cases for analysts, collectors, and other personnel.
- Train and brief users at all levels (working to senior leadership) through webinars, documentation, and live briefings.
- Actively engage communities by answering questions, monitoring discussions, and promoting constructive participation.
- Build, support, and improve community structures and groups; identify community owners and recommend structural or usability improvements.
- Capture, document, and communicate user requirements; submit, review, and provide feedback on enhancement and bug tickets.
- Maintain and update training materials, feature documentation, and release communications.
- Track and report community support metrics, help desk activity, and weekly/recurring program report"
DESIRED QUALIFICATIONS- Strong oral and written communication skills, including experience briefing and training diverse audiences
- Self-starter and motivated learner with the ability to quickly learn new platforms, tools, and technologies.
- Knowledge of community management concepts and best practices.
- Familiarity with the Intelligence Community mission, intelligence cycle, or similar enterprise collaboration environments.
- Ability to troubleshoot issues, coordinate with stakeholders, and "firefight" service or platform problems.
- Experience engaging users in online collaboration platforms and moderating forums or communities.
- Proficiency with Microsoft Office tools.
- Basic, working knowledge (or ability to learn) HTML, CSS, and JavaScript to support simple page design and user assistance
