Key Role:

Monitor and categorize incoming calls and tickets, analyze frequently-asked questions and define procedures. Provide excellent customer service while participating in the analysis of client-identified issues or problems which may require changes to procedures, standards or systems.  Work with callers and other help desk specialists to resolve normal and unusual information system problems. Review and update published Frequently Asked Questions (FAQs), Quick Guides, Videos, and other related training materials for users and Help Desk representatives. Assess industry training tools to augment and incorporate into the training approach. Develop new and update existing training materials in support of functionality developed in IT systems for all worldwide users. Conduct live or virtual training sessions to improve our clients ability to use enterprise software to support law enforcement clients.

Basic Qualifications:

• 7+ years of experience working in a professional environment

• 1+ years of experience in providing training support on enterprise IT systems

• Experience with providing hands-on training to a group of users

• Experience working with enterprise service-ticketing systems

• Ability to demonstrate self-organization and self-management, including self-initiation and follow-through

• Top Secret clearance

• High School Diploma or GED

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Top Secret clearance is required.

We’re an EOE that empowers our people—no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other protected characteristic—to fearlessly drive change.