Technician (Field Service Representative)
Akima
Provide training and Tier I/II desk-side support for government analytical software.
4 days ago ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Arlington, VA
Hybrid
Company Size
1,500 Employees
Service Specialisms
Engineering
Construction
Project Management
Technical Services
Consulting
Operations & Maintenance
Logistics
IT Services
Sector Specialisms
Facilities & Ground Logistics
Information Technology
Aerospace Solutions
Protective Services
Systems Engineering
Mission Support
Government Security Operations
Detention Management Operations
Role
What you would be doing
help desk
remote support
training delivery
incident management
data loading
root cause
- 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.
- Provide technical support for remote customers via telephone, online chat, email or using secure remote access product such as Bomgar.
- 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.
- Provide law enforcement and support personnel through training, with the capability to operate customer tools in normal and emergency operations.
- Enter and resolve incidents assigned to Tier II in the ticketing system.
- Coordinate all training and operational support activities with Training Field POC.
- Provide Tier I and Tier II help desk support; respond to requests for assistance received either directly from the users of the HSI Innovation Lab tools, received from the Help Desk, or requests referred to the HSI Innovation Lab software platform applications.
- Develop expertise in the software tools.
- Maintain a customer satisfaction rating of satisfactory or higher.
- Ensure compliance with appropriate service level agreements.
- Work closely with other HSI Innovation Lab 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.
- Provide training and desk-side support to assist our government client in achieving a high level of proficiency in utilizing analytical resources to fulfill the missions and objectives.
- Complete root cause analysis and diagnostics for IT related problems and issues utilizing remedy or procedures such as an After-Action Report.
- Manage incidents by troubleshooting and providing answers to technical questions from users and escalating them to other service providers as necessary.
- Travel up to 25% to deliver training.
- Provide desk-side support to troubleshoot, repair and resolve issues.
- Thoroughly document notes regarding research, troubleshooting efforts and work performed.
What you bring
ts/sci
bachelor's
python
java
us citizen
3 yrs
- Ability to obtain and maintain a TS/SCI clearance.
- Bachelor’s degree. Minimum 2 years of scripting skills and data sanitization/standardization utilizing Python or Java.
- US Citizenship.
- Ability to meet High Risk, Law Enforcement Sensitive background.
- Ability to work embedded with a HSI Field Office and HSI Headquarters Components. This includes having the 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.
- Minimum 3 years of professional experience supporting analytical software solutions at the enterprise level.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- us citizenship required.
- ability to obtain and maintain a ts/sci clearance.
- must meet high risk, law enforcement sensitive background requirements.
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Company
Overview
- Founded with a vision to support critical sectors, providing solutions across defense, intelligence, and civil sectors.
- Serves a broad spectrum of industries, including energy, infrastructure, and water resources.
- Delivered complex projects, such as large-scale infrastructure upgrades and energy management solutions.
- Projects often involve intricate logistical coordination, requiring a deep understanding of specialized markets.
- Approach is deeply collaborative, often working alongside government agencies and other key partners.
- Noteworthy projects include managing water resource systems and optimizing energy infrastructure for municipalities.
- Focus on operational excellence makes it a go-to partner for government and private sector organizations.
- Operate with honesty, transparency, and fairness.
- Foster teamwork and value the diverse perspectives of our people.
- Dedicated to delivering creative solutions and continuous improvement.
- Strive to exceed customer expectations in all that we do.
- Consistently deliver high-quality services and strive for continuous growth and development.
Net Zero by 2050
Long-term Sustainability Goal
Achieving Net Zero emissions by 2050 reflects a commitment to combating climate change and reducing the carbon footprint.
- Committed to reducing environmental impact and fostering sustainable practices across operations.
- Supports energy efficiency initiatives and implements waste reduction practices in operations.
- Encourages environmental responsibility and sustainable practices across the supply chain.
- Committed to fostering a diverse and inclusive workforce by ensuring equal opportunities for all employees.
- Values diverse perspectives and strives to create an inclusive workplace culture.
- Has set specific goals to increase diversity at all levels of the organization.
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