Multifunctional Field Technical Support (MFTS)​/Help Desk (Senior with Security Clearance

Location: Summit Point

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Job Description:

The Multifunctional Field Technical Support (MFTS)/Help Desk Engineer III provides senior-level technical and field support for deployed biometric systems. This position supports system installation, fielding, sustainment, training and day-to-day user operations and serves as a key technical resource for troubleshooting and resolving hardware, software, network and system issues. The successful candidate will have experience supporting Army fielding and training activities and be comfortable working directly with customers and end users in both field and help desk environments.

This role requires strong technical troubleshooting, communication and training skills as well as the ability to independently diagnose issues, coordinate resolution across technical teams and develop intuitive support resources that improve the customer experience. What You'll Be Doing
* Provide senior-level technical field and help desk support for biometric hardware and software systems.

* Support Army Total Package Fielding (TPF), New Equipment Fielding (NEF), New Equipment Training (NET), Program Instruction (PI) and other fielding, training and sustainment activities.

* Install, configure, test, maintain and troubleshoot biometric systems and associated hardware, software and peripherals.

* Diagnose and resolve issues involving Android and Windows operating systems, databases, networking, applications and hardware.

* Provide direct technical assistance to customers and end users through onsite support, remote support and help desk/ticketing processes.

* Receive, document, prioritize, troubleshoot and resolve support tickets, escalating issues to engineering or other technical teams when required.

* Develop and deliver professional technical training, operator training and course materials using instructional design best practices.

* Support system upgrades, software releases, configuration changes and equipment replacement.

* Maintain accurate records of fielded systems, configurations, maintenance actions, technical issues and resolutions.

* Develop and maintain technical documentation, troubleshooting procedures, user guides, knowledge-base content and other customer-facing support resources.

* Help design and improve customer portals, knowledge centers and intuitive self-service support capabilities.

* Leverage AI-enabled workflows and automation to improve technical support, knowledge management, training content and customer self-service.

* Coordinate with engineering, program management and other technical teams to identify recurring issues and improve system reliability and supportability.

* Gather and communicate feedback from field operations and customers to support product improvements, training and sustainment planning.

* Travel to customer and field locations as required to support installation, fielding, training, troubleshooting and sustainment activities. Travel may include CONUS and OCONUS locations based on customer and program requirements. What Required Skills You'll Bring
* Bachelor's degree in engineering, information technology or a relevant discipline. Two additional years of relevant experience may be substituted for the degree requirement.

* Minimum 7 years of relevant technical support, field support or systems support experience.

* Experience with Army Total Package Fielding (TPF), NEF, NET, PI and Technical Field Support.

* Experience supporting biometric technologies and systems.

* Working knowledge of Android and Windows operating systems, databases, networking and hardware/software troubleshooting.

* Demonstrated ability to diagnose and resolve complex technical problems in field and remote-support environments.

* Experience using help desk/ticketing systems and documenting technical issues, actions and resolutions.

* Strong understanding of AI-enabled workflows and automation and their application to technical support, training, knowledge management and customer self-service.

* Experience with instructional design, professional course development and technical/user training.

* Knowledge of customer portal, knowledge center and self-service support best practices, including the use of automation to create intuitive and effective customer support experiences.

* Strong written and verbal communication skills with the ability to translate technical information for both technical and non-technical audiences.

* Strong interpersonal and customer-service skills with the ability to work effectively with end users, customers, engineering teams and program leadership.

* Ability to work independently, take…