Field Service Representative (SME)

Job Description

Serves as the contractor's on-site Field Service Representative for the Scalable GEOINT / IGEA node at San Antonio, TX (470th MIB(T)). Provides break/fix repair, advanced desktop and GEOINT-application troubleshooting, and equipment accountability for the location, and is the local link to the central Help Desk at Fort Gordon, GA. At the SME level, also establishes local system requirements with users and management and directs other workers on installation and special-project work.

RESPONSIBILITIES

• Serve as the full-time on-site Field Service Representative (FSR) at the Government IGEA / Scalable GEOINT location; perform break/fix repairs of local systems and facilitate customer interaction with the central Help Desk at Fort Gordon, GA.
• Perform advanced troubleshooting of desktop systems and applications, including GEOINT-specific tools such as SOCET GXP.
• Ensure IGEA equipment at the location is properly configured, accounted for, and operated in accordance with security requirements; track IT equipment by location and serial number.
• Provide technical assistance to users in person, by telephone, or electronically; read technical manuals, confer with users, and run diagnostics to resolve problems.
• Set up equipment for user use, including cables, operating systems, and software; install and perform minor repairs to hardware, software, and peripherals.
• Coordinate repairs of IT equipment with the client and hardware vendors; refer major hardware or software problems or defective products to vendors or technicians.
• Install physical cabling (fiber and copper) and configure network connections, directly and through patch panels.
• Confer with staff, users, and management to establish requirements for new systems or modifications; prepare evaluations of software or hardware and recommend upgrades.
• Maintain records of daily data communication transactions, problems, remedial actions, and installation activities.
• Develop training materials and procedures and train users on hardware and software; provide direction to junior and senior workers on special projects and installations.
• Track customer requests in JIRA and support the 24/7/365 on-call helpdesk posture, with support provided within two hours of a user's request.

Required Skills

• Minimum 5 years of experience in user and field support.
• Bachelor's degree or equivalent experience.
• A top-level user support role requiring extensive experience and the ability to operate independently in the field, providing hands-on assistance .
• ITIL Foundation and CompTIA Security+ certifications.
• Active Final TOP SECRET clearance at start of work, with eligibility for SCI access.
• DoWM 8140.03 baseline certification at start of performance; CE certification or certificate of training in the relevant technology before privileged access to Government systems.