company mjm

User Support/Outreach Support

for Booker DiMaio, LLC in Annapolis Junction, MD USA

Booker DiMaio is seeking a User Support/Outreach this YOU?


  • Annapolis Junction
  • TS/SCI with FSP clearance active and current a MUST


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, SharePoint, and SpySpace.



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 Standard Operating Procedures (SOPs) and documented 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



Ten (10) years of demonstrated hands-on experience with Intelligence Community (IC) 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.

Booker DiMaio, LLC is a Maryland based, Equal Opportunity Educational Institution and EEO/Affirmative Action Employer committed to Excellence in Engineering through diversity. Employment offers are made on the basis of qualifications and without regard to race, sex, religion, national or ethnic origin, disability, age, veteran status, or sexual orientation.

Job Info

  • Job Category: Other / Miscellaneous

    Location: Annapolis Junction, MD USA

    Zip Code: 20701

    Posted on: 12/02/2019

    Viewed: 0 times

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