Help Desk Support 1

Booker DiMaio - Annapolis Junction, MD

Full-timeEstimated: $34,000 - $42,000 a year
EducationSkills
Provide first line support to customers using AEA Tools for questions regarding account administration, system and network status.

Capabilities:
  • Respond to system issues and perform minor corrective maintenance
  • Enter issues via a problem tracking tool (JIRA)
  • Follow current AEA Standard Operating Procedures (SOPs) and documented AEA Outreach Service Level Agreements (SLAs)
  • Respond to user questions
  • Escalate complex issues within the SD Outreach Team
  • Monitor the health and status of current AEA systems
  • Assist in the preparation of routine metrics and system availability reports and user support metrics
  • Provide customer follow up to ensure questions have been answered and collect satisfaction feedback
Qualifications:
TS/CI w FSP clearance
Two (2) years of experience providing customer service support.
High school diploma or equivalent is required.