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Help Desk Support 1 - AEA Outreach Support

Annapolis Junction, MD
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 first line support to customers using AEA Tools for questions regarding account administration, system and network status.
Capabilities:
· Respond to system issues and perform minor corrective maintenance
· Enter issues via a problem tracking tool (JIRA)
· Follow current AEA Standard Operating Procedures (SOPs) and documented AEA Outreach Service Level Agreements (SLAs)
· Respond to user questions
· Escalate complex issues within the SD Outreach Team
· Monitor the health and status of current AEA systems
· 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
Qualifications:
Two (2) years of experience providing customer service support. High school diploma or equivalent is required.
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