Technician (Field Service Representative)

Job Summary :

Suvi is looking for a Technician (Field Service Representative) to support our government client in Arlington, VA. To join our team of outstanding professionals, apply today!

Responsibilities

Job Responsibilities :

• Provides training and desk-side support to assist our government client in achieving a high level of proficiency in utilizing analytical resources to fulfill the missions and objectives of HSI Innovation Lab.

Training Support

Coordinates with non-governmental, existing training and communications team to ensure that Government employees are familiarized and trained in the operations of modified or new versions of software tools.

Coordinates all training and operational support activities with Training Field POC.

Provides law enforcement and support personnel, through training, with the capability to operate customer tools in normal and emergency operations.

Works with the existing training and communications team to tailor and refine a robust training program to include providing initial, introductory training to new or first-time users in a mixed classroom / desk-side assistance training environment.

Help Desk Support

Provides Tier I and Tier II help desk support; respond to requests for assistance received either directly from the users of the HSI Innovation Lab tools, received from the Help Desk, or requests referred to the HSI Innovation Lab software platform applications.

Provides desk-side support to troubleshoot, repair and resolve issues.

Provides technical support for remote customers via telephone, online chat, email or using secure remote access product such as Bomgar.

Enters and resolves incidents assigned to Tier II in the ticketing system.

Thoroughly documents notes regarding research, troubleshooting efforts and work performed.

Works closely with other HSI Innovation Lab tools support teams to identify issues / problems, trends and rectify recurring issues for the end-user environment.

Provides thorough, in-depth, user support; format and load user data into customer tools.

Completes root cause analysis and diagnostics for IT related problems and issues utilizing remedy or procedures such as an After-Action Report.

Maintains a customer satisfaction rating of satisfactory or higher.

Manages incidents by troubleshooting and providing answers to technical questions from users and escalating them to other service providers as necessary.

Ensures compliance with appropriate service level agreements.

Qualifications

Minimum Qualifications :

Bachelor’s degree desired, but not required and minimum of 3 years of professional experience supporting analytical software solutions at the enterprise level.

US Citizenship required.

Ability to obtain and maintain a TS / SCI clearance.

Experience delivering effective training and presentations.

Ability to gain subject matter expert knowledge of analytical software in order to teach others how to utilize the software.

Ability to meet High Risk, Law Enforcement Sensitive background.

Ability to work embedded with a HSI Field Office and HSI Headquarters Components. This includes having the ability to operate as a member of team in an often-high stress high tempo office environment.

Ability to travel CONUS & OCONUS as required by the customer.

Desired Qualifications :

Job : Security, Intelligence & Defense Analysis

Travel : Yes, 25% of the time

Organization : Suvi Global Services

Clearance : Able to Obtain TS SCI

Work Type : On-Site

Remote : No

ReqID : 2024-11978