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Outreach Support Analyst

Job ID: 210152
Location: ANNAPOLIS JUNCTION, MD, United States
Date Posted: Jan 13, 2021
Category: Defense/Intel
Subcategory: Intel Analyst
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: TS/SCI with Poly
Clearance Level Must Be Able to Obtain: TS/SCI with Poly
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

Join SAIC, and help address the nation’s most pressing and complex challenges. SAIC works with our customers on missions that strengthen security and safety and protect the basic values of our society. We have an opening for a motivated, dedicated and energetic Outreach Support Analyst to support one of our Programs within the Intelligence Community in Annapolis Junction, MD.

JOB DESCRIPTION:

  • Provides 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, SharePoint, and SpySpace. 
  • Provide outreach support to Analyst commutinity for troubleshooting and reporting of issues related to AEA products and tools. 

Duties include:

  • Responding to system issues and performing first level corrective maintenance; entering issues via a problem tracking tool and following up with end users.
  • Follow and maintain current AEA Standard Operating Procedures (SOPs) and documented AEA Outreach Service Level Agreements (SLAs).
  • Responds to complicated user questions.
  • Escalate complex system questions to Tier II Support and appropriate Government stakeholders; Escalate complex issues within the SD Outreach Team.
  • Monitor the health and status of current AEA systems.
  • Prepare routine metrics and system availability reports.
  • Identify common user challenges and work with development teams, UX teams, and product leads.
  • Shall maintain and update the ticket tracking tool.
  • 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.
  • Create additional SOPs as needed to perform corrective maintenance.
  • Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues

 

Qualifications

EDUCATION / SECURITY CLEARANCE AND CERTIFICATION REQUIREMENTS:

  • Bachelors and ten(10) years or more experience; Hands on and operational experience as an Intelligence Analyst is required.  
  • Must have DoD issued TS / SCI W / FS Poly security clearance is required.


Overview

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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