Digital Transformation Outreach SME

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 appropriate 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

Writing Skills, Information Technology & Information Systems, Technical Writing, Government Administrative Support, Customer Support/Service, Customer Relations, Bookkeeping, Network Support, Online Chat, User Interface/Experience (UI/UX), * 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