We are seeking an experienced Systems Engineer (Level 4 or Level 5) to support a recently upgraded suite of enterprise collaboration platforms used by a large and diverse user community. This role offers the opportunity to work closely with end users and customers, serve as a primary point of contact for system assistance, and become a subject matter expert on the platforms.

The ideal candidate is customer-focused, technically capable, and comfortable engaging with users at all levels—from analysts to senior leadership.

Key Responsibilities

• Provide community management and help desk support, including access issues, feature questions, and issue triage during core support hours
• Serve as a subject matter resource on collaboration platform capabilities, configurations, and use cases
• Train and brief users through live sessions, webinars, and written documentation
• Actively engage user communities by answering questions, moderating discussions, and encouraging constructive participation
• Build, support, and improve community structures and groups; identify community owners and recommend improvements
• Capture, document, and communicate user requirements; submit, review, and provide feedback on enhancement and bug tickets
• Test platform upgrades and support rollout activities
• Maintain and update training materials, feature documentation, and release communications
• Track and report help desk activity, community engagement, and recurring program metrics

Required Qualifications

• 9+ years of experience in systems engineering, IT, or a closely related technical field
• Bachelor’s degree may substitute for 4 years of experience
• Master’s degree may substitute for 6 years of experience
• Active TS/SCI with Polygraph clearance
• Strong oral and written communication skills, including experience briefing and training diverse audiences
• Ability to quickly learn new platforms, tools, and technologies
• Experience troubleshooting issues, coordinating with stakeholders, and resolving service or platform problems
• Proficiency with Microsoft Office tools

Desired Qualifications

• Knowledge of community management concepts and best practices
• Experience working within or supporting the Intelligence Community or similar enterprise collaboration environments
• Experience engaging users on online collaboration platforms and moderating forums or communities
• Basic working knowledge of (or ability to learn) HTML, CSS, and JavaScript for simple page design and user assistance

Compensation

$160,000- $185,000 depending on years of experience

PTO, Holidays, Medical, Dental, Vision, 401K