Job Requirements
Annapolis, MD
Top Secret/SCI Polygraph
Career Level not specified
$160,000 - $185,000
Job Description
We are seeking an experienced Systems Engineer (Level 4 or Level 5) to support a recently upgraded suite of enterprise collaboration platforms used by a large and diverse user community. This role offers the opportunity to work closely with end users and customers, serve as a primary point of contact for system assistance, and become a subject matter expert on the platforms.
The ideal candidate is customer-focused, technically capable, and comfortable engaging with users at all levels-from analysts to senior leadership.
Key Responsibilities
Required Qualifications
Desired Qualifications
Compensation:
$160,000- $185,000 depending on years of experience
PTO, Holidays, Medical, Dental, Vision, 401K
The ideal candidate is customer-focused, technically capable, and comfortable engaging with users at all levels-from analysts to senior leadership.
Key Responsibilities
- Provide community management and help desk support, including access issues, feature questions, and issue triage during core support hours
- Serve as a subject matter resource on collaboration platform capabilities, configurations, and use cases
- Train and brief users through live sessions, webinars, and written documentation
- Actively engage user communities by answering questions, moderating discussions, and encouraging constructive participation
- Build, support, and improve community structures and groups; identify community owners and recommend improvements
- Capture, document, and communicate user requirements; submit, review, and provide feedback on enhancement and bug tickets
- Test platform upgrades and support rollout activities
- Maintain and update training materials, feature documentation, and release communications
- Track and report help desk activity, community engagement, and recurring program metrics
Required Qualifications
- 9+ years of experience in systems engineering, IT, or a closely related technical field
- Bachelor's degree may substitute for 4 years of experience
- Master's degree may substitute for 6 years of experience
- Active TS/SCI with Polygraph clearance
- Strong oral and written communication skills, including experience briefing and training diverse audiences
- Ability to quickly learn new platforms, tools, and technologies
- Experience troubleshooting issues, coordinating with stakeholders, and resolving service or platform problems
- Proficiency with Microsoft Office tools
Desired Qualifications
- Knowledge of community management concepts and best practices
- Experience working within or supporting the Intelligence Community or similar enterprise collaboration environments
- Experience engaging users on online collaboration platforms and moderating forums or communities
- Basic working knowledge of (or ability to learn) HTML, CSS, and JavaScript for simple page design and user assistance
Compensation:
$160,000- $185,000 depending on years of experience
PTO, Holidays, Medical, Dental, Vision, 401K
group id: 10430981
