Land Mobile Radio Service Desk Support Agent

Terrestris Global Solutions; Washington (District of Columbia); On-site; USD 40,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Disability Benefits

Financial Benefits

Retirement Benefits

Paid Leave

Professional Development

Tuition Assistance

Work-Life Programs

Job summary

An innovative organization is seeking a Service Desk Support Agent to provide essential technical assistance to the United States Capitol Police. This role is vital for ensuring the smooth operation of communication systems, focusing on radio and device functionality. The ideal candidate will deliver prompt, customer-focused service, addressing technical issues effectively. Join a dynamic team that values transparency and excellence, and contribute to enhancing government efficiency. This position offers a chance to grow professionally while making a significant impact in public safety communication.

Qualifications

• Experience with radio communication systems and technical support.
• Familiarity with Motorola radio accessories and software.

Responsibilities

• Provide technical support for radio systems and equipment.
• Maintain inventory and documentation of radio devices.

Skills

Microsoft Windows OS

Microsoft 365

ServiceNow

Motorola Customer Programming Software

Radio Communication Systems

Technical Support

Education

Valid Driver's License

Tools

RF-ID Tagging

Industrial Vending Machines

Job description

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking a Service Desk Support Agent to support the United States Capitol Police (USCP)’s, Office of Information Systems (OIS), Radio Services Division (RSD). This work will be performed on-site at the Capitol Complex in Washington, D.C.

I’ve never heard of Terrestris. What do you do?

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

So, what will the Service Desk Support Agent Terrestris do?

As the Service Desk Support Agent, you will provide essential technical assistance and support to the United States Capitol Police (USCP) within the Office of Information Systems (OIS) and specifically within the Radio Services Division (RSD). The role is critical in maintaining smooth operations for the USCP's communication systems, ensuring radio and communication devices are functioning effectively for all personnel. The ideal candidate will offer prompt, responsive, and customer-focused service, ensuring that any technical issues related to radio systems, equipment, and software are addressed in a timely manner.

What does a typical day look like for the Service Desk Support Agent?

You will:

1. Provide appropriate technical support with timely and cost-effective service desk portal support, accurate inventory of radio assets and accessories, equipment requests and returns.
2. Provide technical support for the inventory software system and coding edits for improved performance.
3. Provide ancillary radio project support.
4. Enhance the management of radio fleet preventive maintenance, device programming and annual inventory compliance.
5. Provide documentation and technical checklists of preventive maintenance procedures, and timely diagnosis and minor equipment repairs.
6. Collect, document and report accurate records of all Radio fleet device locations, nomenclature, maintenance hours in service, Radio Frequency Performance levels by device, Count of radio fleet devices out of service, radio fleet devices with particular failure conditions that pose unique consideration to avoiding re-occurrence, Number of radio fleet devices serviced during 30, 60, and 90 day periods, Health of overall radio fleet in readiness for ad-hoc special event incident briefings, and inventory of devices, parts and associated components for a long-range foe of the Contractor assuring the success during annual audits.
7. Implement an inventory management process to account for all equipment under the distribution of the service desk.
8. Support inventory management implementation by:
1. Standing up the use of RF-ID tagging and asset management.
2. Standing up the use of Industrial Vending machines that will distribute the assets of Radio Services in division offices as identified by the customer.
3. Maintain inventory of the items and re-fill the vending machines as stock count requires at each of the machine locations.

What qualifications do you look for?

You might be the professional we’re looking for if you have:

• A valid driver’s license.
• Experience with Microsoft Windows OS.
• Experience with Microsoft 365.
• Experience with ServiceNow.
• Experience with Motorola Customer Programming Software.
• Familiarity with Motorola portable and mobile radio accessories and how they work in unison with the devices.
• Familiarity with Motorola trunked digital radio operation with focus on affiliation process, how the devices work when experiencing high traffic, declaring emergencies, navigation from the keypad vs channel selector, and how the digital audio requires unique operating methods so to ensure clear transmission and reception.
• Ability to drive and navigate the DC/MD/VA area while transporting devices/materials.

What kind of benefits does Terrestris Offer?

We offer outstanding benefits including health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.