Field Support Technician Journeyman

Overview / Job Responsibilities

The Field Support Technician will work at the customer site in Kearneysville, WV and support the United States Coast Guard (USCG) Network Operations Center (NOC).

The candidate will support the following responsibilities:

• Manages a team that provides technical assistance to computer system and network users or other technical products and services.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in quality, knowledge-centered support, and resolution time frames.
• Drives product supportability.
• Coordinates customer service activities with other internal functions.
• Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Designs and maintains customer databases.
• Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) to provide immediate problem resolution.
• In-depth application knowledge of the company's products, services, and/or systems; operations may be 24/7.

• High school diploma.
• 4 years of relevant IT experience.
• Demonstrates proficiencies gained from specialized training in supporting help-desk topics of a more technical nature that require a complete understanding of the technologies supported by the call center.
• Provides guidance and support to lower-tier support personnel and responds to telephone and e-mail problem reports by working to identify, duplicate for knowledge-base development and resolve hardware and/or software-related problems.
• Performs root-cause analysis by determining symptomatic responses to eliminate dysfunctional circumstances and focusing on isolating the problem cause.
• Experience in customer service using a Trouble Management System (TMS) and/or other error monitoring and tracking tools.

Must be able to provide proof of U.S. Citizenship.

• In-depth applications knowledge of company's products, services, and/or systems.
• Operations may be 24/7.

Entarian is an Equal Opportunity and Aff All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.