$160,000–$185,000 Per Year
Best Practices, CSS (Cascading Style Sheet), Communication Skills, Community Support, Customer Relations, Documentation, HTML (HyperText Markup Language), Help Desk, IT Service Management (ITSM), Identify Issues, Information Technology & Information Systems, Intelligence Community, JavaScript, Leadership, Metrics, Microsoft Office, Moderating Skills, Presentation/Verbal Skills, Problem Solving Skills, Resolve Customer Issues, Sensitive Compartmented Information (SCI), Systems Administration/Management, Systems Engineering, Team Player, Top Secret Clearance, Use Cases, Webinar, Writing Skills
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
- 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