Field Service Representative

A2 Federal; Colorado Springs (CO); On-site; USD 70,000 - 100,000; Full time

Job summary

A2 Federal seeks an on-site Field Service Representative to support the Scalable GEOINT/ IGEA node at Colorado Springs, CO. You will perform break/fix repairs, advanced troubleshooting, and ensure equipment accountability while coordinating with the central Help Desk at Fort Gordon, GA.

As the SME, you will establish local requirements, guide other workers on installations and special projects, and maintain security-compliant configurations in a fast-paced government environment.

Skills

Customer support

Troubleshooting

System installation

On-site liaison

Tools

SOCET GXP

JIRA

Job description

Serves as the contractor's on-site Field Service Representative for the Scalable GEOINT / IGEA node at Colorado Springs, CO (SMDC). 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.