Field Service Representative

Akima, LLC

31d•Onsite

About The Position

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

Requirements

US Citizenship.
Ability to meet High Risk, Law Enforcement Sensitive background.
Minimum 3 years of professional experience supporting analytical software solutions at the enterprise level.
Ability to obtain and maintain a TS/SCI clearance.
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.

Nice To Haves

TS security clearance.
Bachelor's degree.
Minimum 2 years of scripting skills and data sanitization/standardization utilizing Python or Java.

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 our mission 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 to deliver training.
Provide Tier I and Tier II help desk support; respond to requests for assistance received either directly from the users, received from the Help Desk, or requests referred to the 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 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.