Field Service Representative

A2 Federal; San Antonio (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

A2 Federal is seeking an on-site Field Service Representative in San Antonio, TX to support the Scalable GEOINT / IGEA node. You will handle break/fix repairs, advanced desktop and GEOINT-application troubleshooting, and maintain equipment accountability at the location.

You will coordinate with the central Help Desk in Fort Gordon, GA, train users, and guide other staff on installations. The role requires strong problem-solving, security-conscious practices, and the ability to work with vendors

Responsibilities

• Serve as on-site Field Service Representative (FSR) at the GEOINT location; perform break/fix repairs and liaise with the central Help Desk at Fort Gordon, GA.
• Troubleshoot desktop systems and GEOINT applications, including SOCET GXP.
• Ensure IT equipment is configured, accounted for, and operated per security requirements.
• Provide user technical assistance in person, by phone, or electronically.
• Set up equipment, including cables, OS, and software; perform minor repairs.
• Coordinate repairs with the client and vendors; refer major problems to technical teams.
• Install network cabling and configure connections.
• Work with staff to establish requirements for new systems or modifications.
• Maintain records of data communications, problems, and installations.
• Develop training materials and train users; guide junior and senior staff.
• Track requests in JIRA and support 24/10/365 on-call helpdesk with 2-hour response time.

Skills

Troubleshooting

Customer interaction

Tools

SOCET GXP

JIRA

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, andoperatedin accordance withsecurity requirements; track IT equipment by location and serial number.
• Provide technicalassistanceto 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 toestablishrequirements 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 24/10/365 on-call helpdesk posture, with support provided within two hours of a user's request.