Suvi is looking for a Field Service Representative to support our government client and work in Arlington, VA. To join our team of outstanding professionals, apply today!
ResponsibilitiesProvide training and desk-side support to assist our government client in achieving a high level of proficiency in utilizing analytical resources to fulfill our mission and objectives.
Training Support- Coordinate with non-governmental, existing training and communications team to ensure that Government employees are familiarized and trained in the operations of modified or new versions of software tools.
- Coordinate all training and operational support activities with Training Field POC.
- Provide law enforcement and support personnel, through training, with the capability to operate customer tools in normal and emergency operations.
- Work with the existing training and communications team to tailor and refine a robust training program to include providing initial, introductory training to new or first-time users in a mixed classroom/desk-side assistance training environment.
- Develop expertise in the software tools.
- Travel to deliver training.
Help Desk Support- Provide Tier I and Tier II help desk support; respond to requests for assistance received either directly from the users, received from the Help Desk, or requests referred to the software platform applications.
- Provide desk-side support to troubleshoot, repair and resolve issues.
- Provide technical support for remote customers via telephone, online chat, email or using secure remote access product such as Bomgar.
- Enter and resolve incidents assigned to Tier II in the ticketing system.
- Thoroughly document notes regarding research, troubleshooting efforts and work performed.
- Work closely with other tools support teams to identify issues/problems, trends and rectify recurring issues for the end-user environment.
- Provide thorough, in-depth, user support, format and load user data into customer tools.
- Complete root cause analysis and diagnostics for IT related problems and issues utilizing remedy or procedures such as an After-Action Report.
- Maintain a customer satisfaction rating of satisfactory or higher.
- Manage incidents by troubleshooting and providing answers to technical questions from users and escalating them to other service providers as necessary.
- Ensure compliance with appropriate service level agreements.
Qualifications- US Citizenship.
- Ability to meet High Risk, Law Enforcement Sensitive background.
- Minimum 3 years of professional experience supporting analytical software solutions at the enterprise level.
- Ability to obtain and maintain a TS/SCI clearance.
- Ability to operate as a member of team in an often-high stress high tempo office environment.
- Ability to travel CONUS & OCONUS as required by the customer.
Desired Qualifications:- TS security clearance.
- Bachelor's degree.
- Minimum 2 years of scripting skills and data sanitization/standardization utilizing Python or Java.
Job ID2026-22195
Work TypeOn-Site
Pay Range$120,000.00 - $125,000.00
Benefits Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees.
