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Provide direct user support and response to customers using tools for questions regarding account administration, system, and network status. Support/interface with the customer via phones, VTC, emails, chat, and applicable online presence, such as JIRA, Confluence, and SharePoint.

The candidate will:

• Respond to system issues and perform first-level corrective maintenance
• Enter issues via a problem-tracking tool
• Follow and maintain current Standard Operating Procedures (SOPs) and documented Service Level Agreements (SLAs)
• Responds to complicated user questions
• Escalate complex issues within the Team
• Monitor the health and status of current systems
• Prepare routine metrics and system availability reports
• Escalate complex system questions to Tier II Support and appropriate 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 desks technicians with complicated user questions or requests
• Interacts with the customer regarding Systems Engineering technical considerations and for associated problems, issues, or conflicts
• Provide first-line communications to the customer 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

TS/SCI with poly required

• Two (2) years of demonstrated hands-on experience with tools and capabilities. High school diploma or equivalent required.
• Bachelors degree from an accredited university is highly desired.
• Understanding of product workflows in an operational setting.
• Operational experience as an analyst is preferred.

Benefits

• Health & Life Insurance
• Dental Insurance
• Disability Insurance
• 401K Retirement Plan with Matching
• Tuition Assistance
• Vacation and Sick Leave
• Hiring Bonuses
• Referral Recruitment Program