Outreach SME Level 4-BT

Onyx Point, Inc. • $78K — $250K *
Annapolis Junction, MD 20701In-Person
Aerospace & Defense
11 - 15 years of experience
Yesterday
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Active TS/SCI with full scope polygraph security clearance (U.S. citizenship required)
  • 15 years of hands-on experience with AEA tools and capabilities
  • High school diploma or equivalent; Bachelor's degree is preferred
  • Understanding of product workflows in an operational setting
  • Operational experience as an analyst is preferred

Responsibilities

  • Provide direct user support for AEA Tools via multiple communication channels
  • Lead a team and monitor system health and status
  • Perform first level corrective maintenance and escalation of complex issues
  • Maintain and update ticket tracking tool and follow AEA SOPs
  • Prepare metrics and user support reports
  • Assist in training and directing lower level employees
  • Troubleshoot data flow, network, and software/hardware issues

Benefits

  • Health Coverage: Medical, dental, and vision insurance
  • Additional Insurance: Life/AD&D, disability, and critical illness coverage
  • Retirement Plan: 401(k) with company match
  • Paid Time Off: Generous PTO, holidays, and parental leave
  • Wellness programs and mental health support
  • Professional Development: Growth opportunities and tuition reimbursement
  • Flexible work arrangements, including remote options
  • Employee referral programs and bonus opportunities
Full Job Description
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)

Description:
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.

Capabilities:
• Ability to lead a team
• Respond to system issues and perform first level corrective maintenance
• Enter issues via a problem tracking tool
• Follow and maintain current AEA Standard Operating Procedures (SOPs) and documented AEA Outreach Service Level Agreements (SLAs)
• Responds to complicated user questions
• Escalate complex system questions to Tier II Support and appropriate Government stakeholders
• Escalate complex issues within the SD Outreach Team
• Monitor the health and status of current AEA systems
• Prepare routine metrics and system availability reports
• Escalate complex system questions to Tier II Support and appropriate Government stakeholders
• Identify common user challenges and work with development teams, UX teams, and product leads
• Shall maintain and update the ticket tracking tool
• Create metrics reports for system availability as well as user support
• Assist in orienting, training, assigning, and checking the work of lower level employees
• Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests
• Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts
• Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner
• Create additional SOPs as needed to perform corrective maintenance
• Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues
• Provide customer follow up to ensure questions have been answered and collect feedback.

Qualifications:
Fifteen (15) 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 insurance
  • Additional Insurance: Basic Life/AD&D, Voluntary Life/AD&D, Short and Long-Term Disability, Accident, Critical Illness, Hospitalization Indemnity, and Pet Insurance
  • Retirement Plan: 401(k) plan with company match
  • Paid Time Off: Generous PTO, paid holidays, parental leave, and more
  • Wellness: Access to wellness programs and mental health support
  • Professional Development: Opportunities for growth, including tuition reimbursement

Additional Perks:
  • Flexible work arrangements, including remote work options
  • Flexible Spending Accounts (FSAs)
  • Employee referral programs
  • Bonus opportunities
  • Technology allowance
  • A diverse, inclusive, and supportive workplace culture

About Onyx Point, Inc.

Onyx Point, Inc. Careers

There has never been a better time to explore the job opportunities at Onyx Point, Inc., a leader in technology and innovation. This company stands out as a beacon of professional growth and diversity, offering a range of positions that cater to skilled individuals eager to advance their careers in a dynamic environment.

Work You’ll Do

Join Onyx Point, Inc.'s esteemed team to assist in pioneering solutions in technology. The company is renowned for its commitment to leadership and innovation, providing services that push the boundaries of technology. Transform your career with Onyx Point, Inc., where the focus on digital innovation and industry expertise is at the heart of the company's mission. Onyx Point, Inc. offers a unique position in the marketplace that combines technology, leadership, and professional development. Engage with a diverse team of experts dedicated to navigating the complexities of technological transformation. Onyx Point, Inc. is home to a thriving culture that promotes career longevity and networking, filled with endless opportunities for advancement.

Introducing Onyx Point, Inc. Professional Growth and Development

Onyx Point, Inc. is building a leading team to drive industry solutions and digital transformation. The company is committed to fostering an environment where innovation and leadership go hand in hand.

Do Innovative Work

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Engage in Meaningful Work

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Be Part of a Great Team

Experience the benefits of working within a diverse and inclusive team. Onyx Point, Inc. values diversity training and cultural growth, ensuring that all team members have the opportunity to thrive.

Future-Proof Your Career

With Onyx Point, Inc., the path to professional enhancement is clear. The company supports career advancement through comprehensive training, development programs, and leadership opportunities.

Explore

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The Onyx Point, Inc. Advantage

With a commitment to innovation and leadership, Onyx Point, Inc. helps professionals and industries adapt to and lead in the digital era. The company brings together a network of skilled professionals focused on technology and problem-solving.

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Learn more about Onyx Point, Inc.
Industry
Information Technology
* Ladders Estimates

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