Senior AEA Help Desk Technician

About the role

Senior level candidate with experience in assisting with account administration and monitoring system and network status. Troubleshoot system issues and perform first-level corrective maintenance. Address complex user questions and provide clear guidance. Support other help desk technicians when advanced assistance is needed. Deliver concise operational updates to customer teams. Follow and maintain SOPs and SLAs. Maintain and update the ticket-tracking system.

Responsibilities

• Troubleshoot system issues and perform first-level corrective maintenance.
• Address complex user questions and provide clear guidance.
• Support other help desk technicians when advanced assistance is needed.
• Deliver concise operational updates to customer teams.
• Follow and maintain SOPs and SLAs.
• Maintain and update the ticket-tracking system.

Requirements

• 15 years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities.
• Understanding of product workflows in an operational setting. Operational experience as an analyst preferred.
• High school diploma or equivalent required.
• Bachelor’s degree from an accredited university is highly desired.

Qualifications

• Active TS/SCI with Polygraph clearance required.
• Full-time position.

Skills

• Hands-on experience with AEA or Intelligence Community (IC) tools and capabilities.
• Operational experience as an analyst preferred.

Benefits

• 25 days PTO
• 11 paid holidays
• 100% employer-paid healthcare for employees and dependents – available day 1
• 8% 401(k) employer match – immediate vesting

Pay

$190,000 - $200,000 annually

Schedule

Full-time position