Job Title: Outreach Subject Matter Expert (SME)

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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**The Opportunity**

Provide direct user support for AEA Tools, assisting with account administration and monitoring system and network status. You will interact with users via phone, VTC, email, chat, and online platforms such as JIRA, Confluence, SharePoint, and SpySpace to ensure timely, accurate support.

**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.