Outreach SME Level 2 -BT

• TO BE CONSIDERED FOR THIS POSITION YOU MUST HAVE AN ACTIVE TS/SCI W/ FULL SCOPE POLYGRAPH SECURITY CLEARANCE (U.S. CITIZENSHIP REQUIRED)

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

Six (6) years of demonstrated hands-on experience with AEA 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.

Compensation: We are committed to providing fair and competitive compensation. The salary range for this position is $78,000 to $250,000 per year. This range reflects the compensation offered across the locations where we hire. The exact salary will be determined based on the candidate's work location, specific role, skill set, and level of expertise.

Benefits: We offer a comprehensive benefits package, including:

• Health Coverage: Medical, dental, and vision insurance

• Additional Insurance: Basic Life/AD&D, Voluntary Life/AD&D, Short and Long-Term Disability, Accident, Critical Illness, Hospitalization Indemnity, and Pet Insurance

• Retirement Plan: 401(k) plan with company match

• Paid Time Off: Generous PTO, paid holidays, parental leave, and more

• Wellness: Access to wellness programs and mental health support

• Professional Development: Opportunities for growth, including tuition reimbursement

Additional Perks:

• Flexible work arrangements, including remote work options

• Flexible Spending Accounts (FSAs)

• Employee referral programs

• Bonus opportunities

• Technology allowance

• A diverse, inclusive, and supportive workplace culture