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Akima · 1 month ago

Technician (Field Service Representative)

Arlington, VA

Full-time

Onsite

Mid Level

3+ years exp

Suvi, an Akima company, is a federal mission services contractor focused on supporting government clients. They are seeking a Technician (Field Service Representative) to provide training and desk-side support to enhance the proficiency of government employees in utilizing analytical resources.

ConstructionConsultingCyber SecurityInformation TechnologyLogisticsManagement ConsultingSupply Chain ManagementTechnical Support

No H1B

Security Clearance Required

U.S. Citizen Only

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

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

Develop expertise in the software tools

Travel up to 25% to deliver training

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

Qualification

Analytical software solutionsHelp desk supportPythonJavaCustomer satisfactionTeam collaboration

Required

Minimum 3 years of professional experience supporting analytical software solutions at the enterprise level

US Citizenship

Ability to obtain and maintain a TS/SCI clearance

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