Technician (Field Service Representative) - Able to obtain and maintain TS

Job Summary:

Suvi is looking for a Technician (Field Service Representative)

Job Responsibilities:

Provide 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

• Coordinate 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.

• Coordinate all training and operational support activities with Training Field POC.

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

• Work 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

• Provide 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.

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

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

• Enter and resolve incidents assigned to Tier II in the ticketing system.

• Thoroughly document notes regarding research, troubleshooting efforts and work performed.

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

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

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

• Maintain a customer satisfaction rating of satisfactory or higher.

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

• Ensure compliance with appropriate service level agreements.

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.

• Ability to meet High Risk, Law Enforcement Sensitive background.

• Ability to obtain and maintain a TS/SCI clearance.

• 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:

• Minimum 2 years of scripting skills and data sanitization/standardization utilizing Python or Java.