Title:  Senior Associate, Engineering Services

Job Title: Senior Associate, Engineering Services
Job Code: 35708
Job Location: Herndon, VA
Job Schedule: 9/80: Employees work 9 out of every 14 days – totaling 80 hours worked, and have every other Friday off

Job Description:

The Senior Associate will deliver Tier I support for Government Iridium SATCOM services to U.S. DoD, Federal/State/Local Government agencies, and Foreign Military end users. This full-time, on-site role requires serving as a key Service Desk team member who provides professional customer service through clear verbal and written communication. Daily responsibilities include the following:

• Screening and processing user account requests and account unlock requests.
• Validating and processing service provisioning orders using administrator web portal to activate, configuring or deactivate hand-held and mobile equipment.
• Maintaining detailed status updates and outcomes for order inquiries, account requests, and requests for information.
• Triaging technical support inquiries, following guidance for routine troubleshooting before escalating to an appropriate Tier II Subject Matter Expert.
• Maintaining 100% accurate and on-time order completion, adhering to all data entry logging for complete and accurate reporting and billing.
  
  

The individual must adhere to established processes and work instructions while continuously evaluating workflows to identify improvement opportunities and efficiencies. They will serve as the voice of the customer by communicating end user change requests and recurring support issue trends to the program.

Essential Functions:

• Provides administrative support by phone and email to support end users on how to obtain SATCOM services and web-based self-service portal accounts.
• Maintains security posture to protect customer data, PII and restrict access and information except to authorized users.
• Validates completeness of service delivery orders and provisioning requests and fills them completely, accurately and on time.
• Creates and maintains work instructions related to job function. Is a direct contributor to improving FAQs, best practices, user guides, service, and bulletins to end users.
• May occasionally back up shipping and receiving function, and support material order fulfillment (kitting and packing) as needed.
• Required to learn on the job, consistently follow instructions and recheck work for accuracy and completeness.
• Work independently and adjust to shifting priorities.
• Proficient with Microsoft products, including Excel, Word, Visio, Power Point.
  
  

Qualifications:

• Bachelor’s Degree and a minimum of 2 years of prior related experience. Graduate Degree or equivalent with 0 to 2 years of prior related experience. In lieu of a degree, minimum of 6 years of prior related experience. 
• Active DoD Secret clearance.
  
  

Preferred Additional Skills:

• 2+ years of customer service, training, or technical support experience.
• Advanced MS Excel skills for data analytics and reporting.
• Proficiency in MySQL query execution and modification, and Python scripting.
• Experience with Windows OS, browser certificate stores, and SSL/TLS certificate troubleshooting.
• SharePoint site administration experience.
• Strong verbal and written communication skills with proactive problem-solving abilities.
• Experience with Atlassian JIRA (preferred).
• Knowledge of Iridium Satellite services (SBD/DTCS) and operational concepts (preferred).
• CompTIA Security+ or equivalent IA certification within the past year (preferred).

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