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Digital Transformation Outreach SME

4 months ago

Annapolis Junction, United States Orbis Operations Full time

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:

  • 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
Task Required Skills:
  • SIGINT experience using mission analytic tools
Task Desired Skills:
  • 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
Position Requirements:
  • High School diploma plus 2 years of demonstrated hands-on experience using tools and capabilities in the IC
  • Customer Support


Orbis Operations is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.