Mission:
This is an exciting opportunity to be a part of a large community of users of a recently upgraded suite of platforms. Provides an opportunity to work with both the user community as well as the customer while serving as a point of contact for assistance and becoming an experienced user of the system. Brief users at training sessions and customers as required.
Essential Job Function:
As a Systems Engineer, you will provide community management and help desk support, serving as the primary point of contact for user issues, including access challenges, feature questions, and issue triage during core support hours. You will act as a subject matter resource on platform capabilities, configurations, and use cases, while training and briefing users at all levels through webinars, documentation, and live sessions. The role also involves actively engaging with user communities by monitoring discussions, answering questions, and promoting participation, as well as building and improving community structures and supporting community owners. Additionally, you will gather and communicate user requirements, contribute to testing upgrades, maintain training and release materials, and track and report on support metrics, help desk activity, and recurring program updates.
Requirements
- Active TS/SCI with Polygraph.
- 9 years of experience in Systems or IT-related roles or a highly related field of work with similar scope and responsibilities.
- A Bachelor’s degree may be substituted for 4 years of experience and a Master’s degree may be substituted for 6 years of experience.
- Provide community management and help desk support for users, including access issues, feature questions, and issue triage during core support hours.
- Serve as a resource on IC Spaces capabilities, configurations, and use cases for analysts, collectors, and other personnel.
- Train and brief users at all levels (working to senior leadership) through webinars, documentation, and live briefings.
- Actively engage communities by answering questions, monitoring discussions, and promoting constructive participation.
- Build, support, and improve community structures and groups; identify community owners and recommend structural or usability improvements.
- Capture, document, and communicate user requirements; submit, review, and provide feedback on enhancement and bug tickets.
- Maintain and update training materials, feature documentation, and release communications.
- Track and report community support metrics, help desk activity, and weekly/recurring program reports.
Desired:
- Strong oral and written communication skills, including experience briefing and training diverse audiences.
- Self-starter and motivated learner with the ability to quickly learn new platforms, tools, and technologies.
- Knowledge of community management concepts and best practices.
- Familiarity with the Intelligence Community mission, intelligence cycle, or similar enterprise collaboration environments.
- Ability to troubleshoot issues, coordinate with stakeholders, and “firefight” service or platform problems.
- Experience engaging users in online collaboration platforms and moderating forums or communities.
- Proficiency with Microsoft Office tools.
- Basic, working knowledge (or ability to learn) HTML, CSS, and JavaScript to support simple page design and user assistance.
Global Dimensions does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Equal Opportunity Employer/Veterans/Disabled.