- Respond to system issues and perform minor corrective maintenance
- Enter issues via a problem tracking tool
- Respond to complicated user questions
- Monitor the health and status of current systems
- Identify common user challenges and work with development teams, UX teams, and product leads
- Maintain and update the ticket tracking tool
- Assist in the preparation of routine metrics and system availability reports and user support metrics
- Provide customer follow up to ensure questions have been answered and collect satisfaction feedback
- Provide advice, guidance and directions to other technical help desk technicians with complicated user questions or requests
- Create additional SOP's as needed to perform corrective maintenance
- Provide data flow troubleshooting, and diagnosing software and hardware issues
- SIGINT experience using mission analytic tools
- Familiarity with query languages
- Experience using Discovery tools
- Experience working with forward deployed users
- Experience providing direct user support and troubleshooting directly with the user
- Experience gathering requirements from users
- Experience providing overall process improvement and agile efficiencies supporting the existing customer base
- Experience with JIRA and Confluence
- Has multiple skillsets which include technical writing and training
- High School diploma plus 2 years of demonstrated hands-on experience using tools and capabilities in the IC
- Customer Support
Digital Transformation Outreach SME - Annapolis Junction, United States - Orbis Operations
Description
Orbis Operations is seeking an IT Specialist/Outreach SME with DX (Digital Transformation) and Technical Writing experience to support its government customer in Annapolis Junction, MD.
Required Clearance: Active Security Clearance required at the Top Secret (TS)/Special Compartmented Information (SCI) level and appropriat e level Polygraph
Role Description:
The successful candidate will provide direct user support to customers using the tool suite for questions regarding account administration, system, and network status. Support/interface with the customers via the phone, VTC, email, chat, and applicable online presence.
Responsibilities: