Field Service Representative Security Clearance

Suvi is looking for a Field Service Representative to support our government client and work in Arlington, VA.

• 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.
  • Develop expertise in the software tools.
  • Travel to deliver training.
• Help Desk Support
  • 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.

• 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 a team in an often-high stress high tempo office environment.
• Ability to travel CONUS & OCONUS as required by the customer.

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