Darkblade Systems

OUTREACH SME

Job Locations US-MD-Fort Meade
ID
2022-1447
Category
Intelligence
Type
Full Time
Clearance Level Required
TS/SCI with a Full Scope or Lifestyle Polygraph

Overview

DarkBlade Logo

 

Darkblade Systems, an Intrepid Solutions and Services Company, is a trusted provider of specialized capabilities to priority programs within the defense and intelligence communities, delivering scientific, engineering, technical, operational support and training services. Formed in 2010, Darkblade Systems strives to be a business that puts people first: clients, colleagues, employees, and teammates. Our cleared personnel are experts in the operationalization and deployment of new and emerging technologies.

 

The Outreach SME provides direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. and interfaces with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace. The Outreach SME serves on a Support Desk team responsible for monitoring and sustaining operational systems that support the warfighter and other IC users in both Government and/or Contractor approved facilities, responding to system problems and customer inquiries in a timely manner, and satisfying the continued demands of the Tools. The team provides hands-on and mission specific expertise for each of the tools in the forms of training, direct user support, user communications, documentation, requirements vetting, and support to both development and operations for each tool. The team will provide Support Desk services to current operational systems and shall also support the transition and decommission activities of legacy capabilities. The Outreach Team is responsible for collecting and assisting in new architecture conceptualization of solutions. 

Responsibilities

  • Respond to system issues and perform first level corrective maintenance.
  • Enter issues via a problem tracking tool.
  • Follow and maintain current Standard Operating Procedures (SOP’s) and documented Outreach Service Level Agreements (SLAs).
  • Respond to complicated user questions.
  • 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.
  • Maintain and update the ticket tracking tool.
  • Prepare routine metrics and system availability reports and user support metrics.
  • Assist in orienting, training, assigning, and checking the work of lower level employees.
  • Advise, guide, and direct other technical help desk technicians with complicated user questions or requests.
  • Interact 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.
  • 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.

 

OPERATING HOURS AND EXPECTATIONS:

  • This position operates on a standard 8 hour schedule Monday - Friday.  

TRAVEL:

  • Little to no travel expected.

Qualifications

CLEARANCE:

  • Active Top Secret / SCI clearance with polygraph
  • *** TS/SCI with polygraph required upon application for initial consideration. 

 

EDUCATION:

  • High school diploma or equivalent required.
  • Bachelor’s degree from an accredited university is highly desired.

 

REQUIRED SKILLS AND EXPERIENCE:

 

  • Two (2) years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities.

Desired Experience: 

 

  • Operational experience as an analyst preferred.
  • SIGINT Experience.
  • Experience with AEA Tools.
  • Understanding of product workflows in an operational setting.

 

Darkblade Systems does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, Darkblade Systems may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

Darkblade Systems is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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