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

Task Required Skills :

Task Desired Skills :

Position Requirements :

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.