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Sr Outreach SME

Job ID: 1926325
Location: ANNAPOLIS JUNCTION, MD, United States
Date Posted: Oct 29, 2019
Category: Communications
Subcategory: Technical Writer/Ed
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: TS/SCI with Poly
Clearance Level Must Be Able to Obtain: TS/SCI with Poly
Potential for Teleworking: No

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Job Description

Description

JOB DESCRIPTION: Responsible for leading a team that provides direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. 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. 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. Support/interface with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace.

Qualifications

TYPICAL EDUCATION AND EXPERIENCE: Ten (10) 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.

Desired Qualifications

 

Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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