Field Technical Support - Fort Meade, MD - FSP

As a Field Technical Support you will apply advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower-level employees.

Notes : This role is a break-fix technician. You will get tickets from the helpdesk and work to resolve or push up the chain to the next level of support. You will handle in-person support on computers, printers, network issues, and more… The work will all be at Fort Meade. Must have a FSP from MD Customer (NSA), SEC+ (min), A+ is a major plus. There is an on-call aspect every other week, but the site says there is rarely a call. Windows and Linux experience is great, but they will take either experience.

• This role will be on site 5 days a week at our customer location in Fort Mead.
• Requires TS SCI with Full Scope Poly Clearance
• Security+ Certification Required, A+ certification preferred

Responsibilities:

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high-risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Review support plan for business indicators and map to company service solutions.
• Develop and grow assigned customer account relationships with complex and strategic accounts.
• Act as trusted advisor in the consultant role for customer and company sales teams.
• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
• Provide suggestions for operational efficiencies.
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
• Lead Customer Expectation management as part of escalation process.
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.

Education and Experience Required:

• Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired.
• Requires TS SCI with Full Scope Poly Clearance
• Security+ Certification Required, A+ certification preferred

Knowledge and Skills:

• In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
• Some in-depth knowledge of corporate organization and policies.
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge.
• Anticipate Customer needs, develop proposed solutions, and build consensus.
• Provide Mission Critical customer recommendations to improve processes.
• Experienced knowledge of change management process and tools in complex environment.
• Advanced skills in project management, communication, analysis, and presentation.
• Expertise in area of focus and knowledgeable of future technology directions.
• Security+ Certification Required, A+ certification preferred
• Mission Critical and ITIL certifications.

Employment Pre-requisites
The following requirements must be met to be eligible for this position: Successful completion of a background investigation, and drug urinalysis.

SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.

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