Description
We are looking for a Knowledge Management Representative to join our team. As a Knowledge Management Rep, you will be responsible for creating and maintaining standard operating procedures (SOPs), user guides, and knowledge articles (KAs) within Network Enterprise.
Responsibilities:
- Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person or over the phone.
- Respond to email, IM messages, and voicemail messages for customers seeking help.
- Maintain documentation within the SharePoint Knowledge Management repository.
- Update and share site documents on the SharePoint site when appropriate.
- Troubleshoot existing applications and devices within Network Enterprise.
- Administer e-mail, Microsoft Office, etc.
- Provide remote support access through desktop mirroring and other remote access applications for worldwide sites.
- Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users of cloud infrastructure.
- Maintain current knowledge of relevant technology as assigned.
- Coach and provide guidance to less-experienced professionals.
- Serve as a team or task lead.
Requirements:
- 5+ years of related experience.
- Top Secret/SCI clearance with polygraph.
- Security+ CE or another 8570 Cert.
- PWS 9.1 cert.
- Proficient writing and oral skills.
Benefits:
- 401K with company match.
- Comprehensive health and wellness packages.
- Internal mobility team dedicated to helping you own your career.
- Professional growth opportunities including paid education and certifications.
- Cutting-edge technology you can learn from.