Outreach SME Level 2 -BT

REQUIRED SKILLS/ABILITIES: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 maintenanceEnter issues via a problem tracking toolFollow and maintain current AEA Standard Operating Procedures (SOP’s) and documented AEA Outreach Service Level Agreements (SLAs)Responds to complicated user questionsEscalate complex issues within the SD Outreach TeamMonitor the health and status of current AEA systemsPrepare routine metrics and system availability reportsEscalate complex system questions to Tier II Support and appropriate Government stakeholdersIdentify common user challenges and work with development teams, UX teams, and product leadsShall maintain and update the ticket tracking toolPrepare routine metrics and system availability reports and user support metricsAssist in orienting, training, assigning, and checking the work of lower level employeesProvides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requestsInteracts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflictsProvide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise mannerProvide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issuesProvide customer follow up to ensure questions have been answered and collect feedbackSix (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 insuranceAdditional Insurance: Basic Life/AD&D, Voluntary Life/AD&D, Short and Long-Term Disability, Accident, Critical Illness, Hospitalization Indemnity, and Pet InsuranceRetirement Plan: 401(k) plan with company matchPaid Time Off: Generous PTO, paid holidays, parental leave, and moreWellness: Access to wellness programs and mental health supportProfessional Development: Opportunities for growth, including tuition reimbursementAdditional Perks:Flexible work arrangements, including remote work optionsFlexible Spending Accounts (FSAs)Employee referral programsBonus opportunitiesTechnology allowanceA diverse, inclusive, and supportive workplace culture