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B13SME1/2/3 - All Levels Desktop Support SME - Cleared

NiSUS Technologies Corporation
Annapolis Junction, MD
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Provide direct user support and response to customers using 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.


TS/SCI with poly required
  • Six (6) years of demonstrated hands-on experience
  • Bachelors degree from an accredited university is highly desired
  • High school diploma or equivalent required
  • Respond to system issues and perform first level corrective maintenance
  • Enter issues via a problem tracking tool
  • Follow and maintain current Standard Operating Procedures (SOPs) and documented Service Level Agreements (SLAs)
  • Responds to complicated user questions
  • Escalate complex issues within the team
  • Monitor the health and status of current systems
  • Prepare routine metrics and system availability reports
  • Escalate complex system questions to Tier II Support
  • Identify common user challenges and work with development teams, UX teams, and product leads
  • Shall maintain and update the ticket tracking tool
  • Prepare routine metrics and system availability reports and user support metrics
  • 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 customer regarding Systems Engineering technical considerations and for associated problems, issues or conflicts
  • Provide first line communications to the customer team to ensure appropriate operational awareness is available in a timely and concise manner
  • 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

  • Understanding of product workflows in an operational setting
  • Familiarity with query languages
  • Experience providing direct user support and troubleshooting directly with the user
  • Experience gathering requirements from users
  • Experience providing overall process improvement and agile efficiencies supporting the existing customer base
  • Experience with JIRA and Confluence


  • Health & Life Insurance
  • Dental Insurance
  • Disability Insurance
  • 401K Retirement Plan with Matching
  • Tuition Assistance
  • Vacation and Sick Leave
  • Hiring Bonuses
  • Referral Recruitment Program

NiSUS Technologies Corporation


Annapolis Junction, MD



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