Service Desk Engineer
About the Role
Join our dynamic team at Ft. Meade, MD in support of the Intelligence Community as a fully cleared Service Desk Engineer. This role involves analyzing user requirements, concept of operations documents, and high-level system architectures to develop system requirements specifications. You will guide users in formulating requirements, advise on alternative approaches, and conduct feasibility studies. The position includes technical leadership for integrating requirements, design, and technology, incorporating new plans into ongoing operations, and developing technical documentation and system architecture.
As part of the Mission Management team, you will support customers integrating with Enterprise and IC Attribute and Authorization services. Responsibilities include aiding development teams in understanding REST service integration, resolving access issues for end users, and managing tickets using JIRA. Support will be provided via email, chat, and phone.
Responsibilities
- Analyze user requirements, concept of operations documents, and high-level system architectures to develop system requirements specifications.
- Lead design and development activities, guiding users in formulating requirements and advising on alternative approaches.
- Conduct feasibility studies and provide technical leadership for integrating requirements, design, and technology.
- Incorporate new plans, designs, and systems into ongoing operations.
- Develop technical documentation, system architecture, and system design documentation.
- Guide system development and implementation planning through assessment or preparation of system engineering management plans and system integration/test plans.
- Interact with the Government regarding Systems Engineering technical considerations and associated problems, issues, or conflicts.
- Ensure the technical integrity of work performed and deliverables associated with Systems Engineering.
- Communicate with program personnel, government overseers, and senior executives.
- Support customers integrating with Enterprise and IC Attribute and Authorization services.
- Aid development teams in understanding REST service integration and resolving issues.
- Support end users to resolve access issues (e.g., incorrect grant/denial of access).
- Use JIRA for ticket management and provide support via email, chat, and phone.
Requirements
- Bachelor’s degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or a related discipline from an accredited college or university, plus 7 years of related experience. Alternatively, 12 years of Systems Engineering experience may substitute for the degree.
- Active TS/SCI with Full Scope Poly (FSP) clearance required within the last 7 years.
Desired Skills
- Experience with online and telephone customer support.
- Knowledge of LDAP directories, SQL, and basic database querying.
- Familiarity with RESTful services and Public Key Infrastructure (PKI).
- Experience with ticket tracking systems (e.g., JIRA, Redmine).
- Ability to analyze system applications and perform troubleshooting.
- Strong understanding and communication of complex software systems.
- Proficiency in modifying Confluence pages and writing technical documentation.
- Experience educating/training customers on software capabilities.
- Ability to understand and define customer needs.
- Capability to work independently.
Benefits
- PTO available immediately upon joining (prorated based on start date).
- Paid parental leave.
- Comprehensive health, vision, and dental benefits for individuals and families.
- Annual budget for training, professional development, and tuition reimbursement.
- 401(k) plan with company match fully vested after 60 days of employment.
- Performance bonuses.
- Competitive salaries and industry-leading compensation packages.
Pay
The annual base salary range for this position is $120,000 - $170,000. Salary is determined based on scope and responsibilities, candidate’s work experience, education/training, key skills, internal peer equity, and market/business considerations.