Technical Field Service Specialist

2 weeks ago

Arlington, Virginia, United States NANA Regional Corp Full time

Job Summary

NANA Regional Corp is seeking a highly skilled Technical Field Service Specialist to support our government client in Arlington, VA. The ideal candidate will have a strong background in analytical software solutions and excellent training and presentation skills.

Responsibilities

  • 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 of HSI Innovation Lab.
  • 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.
  • 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.

Help Desk Support

  • 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.
  • 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 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.
  • 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

  • Bachelor's degree desired, but not required and minimum of 3 years of professional experience supporting analytical software solutions at the enterprise level.
  • US Citizenship required.
  • Ability to obtain and maintain a TS/SCI clearance.
  • Experience delivering effective training and presentations.
  • Ability to gain subject matter expert knowledge of analytical software in order to teach others how to utilize the software.
  • 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.

Desired Qualifications

  • Minimum 2 years of scripting skills and data sanitization/standardization utilizing Python or Java.

About NANA Regional Corp

NANA Regional Corp is an Alaska Native Corporation (ANC) that supports our shareholder communities in Alaska. We deliver subject matter experts, an agile management approach, and innovative technologies that accomplish customers' missions safely, securely, and efficiently.

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.

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