Help Desk Analyst

Who We Are

Sabel Systems Technology Solutions, LLC is a leading solution provider and rapidly growing Information and Communications Technology Company specializing in innovative and agile Digital Engineering and Acquisition Technical Stack design, implementation, and support, Strategy and Policy Development, Financial Management, Software Solutions Development, Requirements Analysis and Training, to name a few. Our client base is mostly in the DoD Federal Government Contracting space and we also partner with prime Government Contractors such as Siemens, Booze Allen, McKinsey and have work in the commercial space as well. We provide clients with large business opportunities and training within our small business agility and people first culture. You will be joining a dynamic and highly motivated team with one goal: "Get quality and secure solutions in the customers hands as soon as possible”.

Who We Need

Sabel Systems is seeking a remote Customer Engagement Manager (CEM) for a large Space Force engagement. The CEM works with Space Systems Command’s Digital Engineering Environment (DEE) known as “Spacestation” to facilitate rapid and effective onboarding of new users, troubleshooting user issues when possible, or elevating the issue to the right support office. This individual will need to regularly interface with customers to fulfill the responsibilities of a CEM while also serving as a direct report to their Sabel Manager. This position requires a proactive approach to technical problem-solving, effective communication skills, and the ability to contribute to the overall efficiency of the CEM team. The position will be responsible for performing technical support functions for various digital programs. Must have the ability to achieve an Interim Secret Clearance prior to hire. Must be eligible to obtain up to a Top Secret Clearance with the Department of Defense (DoD).

What You’ll Do

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Customer Engagement Manager

• Provide end-users with rapid, multi-channel access to support resources
• Quickly resolve most reported user deficiencies at time of "first contact."
• Conduct periodic user validations in accordance with Information System Security Manager (ISSM) guidance
• Provide users with basic training on standard processes
• Transcribe incident requests into Helpdesk tickets. IE: Password resets, log in issues, environment issues, etc
• Answer basic questions on the Spacestation environment (such as how to onboard, what is currently offered, what Spacestation is)
• Develop operating procedures for customer engagement and account management activities
• Ability to act as a bridge between the team and upper management
• Develop relationships with end users and organizational leadership
• Identify and document expansion opportunities and use cases the customer needs to grow the business
• Generate and present metrics for review and reporting to the Sabel Manager
• Participate or lead Ask Me Anything (AMAs) for user community

Required Qualifications

• Excellent interpersonal and communication skills
• Proficient in customer relationship building and technical support
• Ability to follow security protocols to protect sensitive data
• Be a U.S. citizen with the ability to achieve an Interim Secret Clearance prior to hiring, and be eligible to obtain up to a Top Secret Clearance
• Demonstrated ability to lead and inspire a team toward achieving common goals
• Strong decision-making and problem-solving skills
• Travel up to 10%
• Must be located within the Pacific Time Zone

Preferred Qualifications

• Certified to meet DoDi 8570 IAT Level 2 certification or above (e.g., Security +)
• Digital engineering technology experience
• Experience building MS Office documents and briefings
• Experience using Jira, Confluence, or similar online collaboration solutions

Sabel Systems is an equal opportunity employer. Our hiring decisions are based solely on qualifications, merit, and business need. We prohibit discrimination and harassment of any kind across all employment practices within our organization. Sabel Systems participates in the E-Verify Employment Verification Program.