System Engineer (Annapolis Junction, MD)

Shield Consulting Solutions, Inc.; Maryland; On-site; USD 200,000 - 250,000; Full time

Benefits offered by this job

25 days PTO

11 paid holidays

100% employer-paid healthcare for you/

8% 401(k) employer match

Job summary

Shield Consulting Solutions, Inc. is seeking a Help Desk Lead to manage the ticket lifecycle, collaborate with system and software engineers, and drive timely issue resolution for a suite of Data Management tools.

The role requires coordination of deployments, change requests, and security patches, with strong customer communication and documentation skills. The position emphasizes leadership of a Tier 1/2 support function, hands-on troubleshooting, and regular reporting of performance and

Qualifications

• Fourteen (14) years of experience in planning and leading Systems Engineering efforts.
• Bachelor’s degree in technical discipline is required (five years may substitute for a bachelor’s).
• Active TS/SCI with Polygraph REQUIRED; do not apply otherwise.

Responsibilities

• Lead the IT/help desk team and manage Jira tickets from customers seeking product support.
• Coordinate software deployments, system upgrades, and security patches; provide real-time issue troubleshooting.
• Create and maintain internal and customer-facing documentation in Confluence; report metrics weekly and monthly.

Skills

Strong communication

Help desk leadership

Customer-facing support

Education

Bachelor’s degree in a technical discipline

Tools

Jira

Confluence

Job description

**Active TS/SCI w/Polygraph REQUIRED** Please do not apply if you do not currently possess this level of clearance.
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Telework: None
Basic Requirements:

• Fourteen (14) years of experience in planning and leading Systems Engineering efforts.
• Bachelor’s degree in technical discipline from an accredited college or university is required
• Five (5) years of additional systems engineering experience may be substituted for a bachelor’s degree

Project Description:

• The team supports a suite of web-based applications that automate data management for IC data custodians. The products facilitate the capture of information and approvals that allow for the movement of data through the customer mission space in a compliant manner. These products are critical to standardize and simplify data movement as well as data reuse and integration with downstream tools.

Job Description:

• The team is looking for a Help Desk lead who can manage project help desk Jira tickets from customers seeking product support. Ideal candidate will provide support for a suite of Data Management tools, including user access management, change requests, and real-time troubleshooting of technical issues.Collaborate with system engineers, software engineers, and external application teams to drive timely issue resolution. Document reported issues and change requests in Jira across multiple network platforms. Create, update, and maintain both internal and customer-facing documentation in Confluence. Manage the full lifecycle of Jira tickets, including prioritization, assignment, tracking, follow-up, and closure. Coordinate software deployments, system upgrades, and security patches. Participate in internal and customer meetings to provide updates, gather requirements, and ensure alignment on priorities. Generate and deliver weekly and monthly performance, incident, and operational metrics.

Highly Desired Skills:

• Demonstrated ability to operate as a self-starter with strong verbal and written communication skills, capable of conveying complex concepts effectively to customers and end users
• Provide support to IT systems, including day-to-day operations, monitoring, and troubleshooting across client devices; deliver Tier 1 (Help Desk) and Tier 2 (escalation) support for problem identification, diagnosis, and resolution, while ensuring timely escalation and clear communication of status to agency management and internal customers
• Experience with Jira and Confluence

Salary: $200,000 - $250,000 annually
Excellent benefits package including 25 days PTO, 11 paid holidays, 100% employer-paid healthcare for employees and dependents – available day 1, 8% 401(k) employer match – immediate vesting.
Disclaimer: The salary range provided is an estimate based on current market conditions and may be adjusted based on factors such as experience, skills, and qualifications. The final salary offer will be determined after a thorough review of the candidate's background and alignment with the role. Please note that this range is subject to change and should be considered as a guideline rather than a definitive figure.
Shield Consulting Solutions is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
This is a full time position