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Outreach SME Level 4-BT
Job Location:
Job Location:
Howard County, MD - USA
Yearly Salary:
$ 78000 - 250000
Yearly Salary:
Posted:
3 July 2026 (30+ days ago)
Posted:
Application Deadline:
12 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
REQUIRED SKILLS/ABILITIES:
- TO BE CONSIDERED FOR THIS POSITION YOUMUSTHAVE AN ACTIVE TS/SCI W/ FULL SCOPE POLYGRAPH SECURITY CLEARANCE (U.S. CITIZENSHIP REQUIRED)
Description:
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 and SharePoint.
Capabilities:
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 AEA Standard Operating Procedures (SOPs) and documented AEA 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.
Qualifications:
Fifteen (15) of demonstrated hands-on experience with AEA tools and capabilities. High school diploma or equivalent required. Bachelors degree from an accredited university is highly desired. Understanding of product workflows in an operational setting. Operational experience as an analyst preferred.
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 and SharePoint.
Capabilities:
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 AEA Standard Operating Procedures (SOPs) and documented AEA 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.
Qualifications:
Fifteen (15) of demonstrated hands-on experience with AEA tools and capabilities. High school diploma or equivalent required. Bachelors degree from an accredited university is highly desired. Understanding of product workflows in an operational setting. Operational experience as an analyst preferred.
Compensation: We are committed to providing fair and competitive compensation. The salary range for this position is $78000 to $250000 per year. This range reflects the compensation offered across the locations where we hire. The exact salary will be determined based on the candidates work location specific role skill set and level of expertise.
Benefits: We offer a comprehensive benefits package including:
- Health Coverage: Medical dental and vision insurance
- Additional Insurance: Basic Life/AD&D Voluntary Life/AD&D Short and Long-Term Disability Accident Critical Illness Hospitalization Indemnity and Pet Insurance
- Retirement Plan: 401(k) plan with company match
- Paid Time Off: Generous PTO paid holidays parental leave and more
- Wellness: Access to wellness programs and mental health support
- Professional Development: Opportunities for growth including tuition reimbursement
Additional Perks:
- Flexible work arrangements including remote work options
- Flexible Spending Accounts (FSAs)
- Employee referral programs
- Bonus opportunities
- Technology allowance
- A diverse inclusive and supportive workplace culture
About Company
Founded in 2009, Onyx Point is a small business with goals to support the IT needs of our customers. We excel in supporting the security, compliance, and automation needs of the US Government. We have brought our expertise of working in high security environments to our commercial cli ... View more
