Sev1Tech LLC

Field Support Technician Journeyman

Sev1Tech LLC  •  West Virginia (Onsite)  •  2 days ago
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Job Description

Job Responsibilities

The Field Support Technician will work at the customer site in Kearneysville, WV and support the United States Coast Guard (USCG) Network Operations Center (NOC)

The candidate will support the following responsibilities:

  • Manages team that provides technical assistance to computer system and network users or other technical products and services.
  • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
  • Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
  • Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
  • Drives product supportability.
  • Coordinates customer service activities with other internal functions.
  • Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
  • Designs and maintains customer databases.
  • Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
  • In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7.
  • Manages team that provides technical assistance to computer system and network users or other technical products and services.
  • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
  • Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
  • Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.
  • Drives product supportability.
  • Coordinates customer service activities with other internal functions.
  • Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
  • Designs and maintains customer databases.
  • Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7.

Minimum Qualifications

  • High school diploma
  • 4 years of relevant IT experience
  • Demonstrates Proficiencies gained from specialized training in supporting the help desk topics of a more technical nature that require a complete understanding of the technologies supported by the call center.
  • Provides guidance and support to lower tier support personnel and responds to telephone and e-mail problem reports by working to identify, duplicate for knowledge base development and resolve hardware and/or software-related problems.
  • Performs root cause analysis by determining symptomatic responses to eliminate dysfunctional circumstances and focusing on isolating the problem cause.
  • Experience in customer service using a Trouble Management System (TMS) and/or other error monitoring and tracking tools.

Eligibility/Clearance Requirements Must be able to provide proof of U.S. Citizenship

Desired Qualifications

  • In-depth applications knowledge of company's products, services and/or systems.
  • Operations maybe 24/7.

About Us

Formed through the strategic union of Sev1Tech and ERT, Entarian is a premier provider of mission-critical engineering and technology solutions. Founded on a legacy of excellence dating back to 1993, Entarian is a product of an evolved and fully diversified engineering and federal technology leader. From deep space to defense and civilian missions, Entarian delivers secure, mission-aligned digital solutions that drive national resilience and operational effectiveness. We don't just support modernization; we define it.

Join the Mission and Start your Career Journey: Apply Directly via our Careers Portal Connect, Referrals & Inquiries? Email the team: careers@entarian.com

Entarian is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Sev1Tech LLC

About Sev1Tech LLC

Sev1Tech is a leader in providing innovative technology, high-end engineering and mission solutions and services. We use the latest methods and technology to solve the most challenging problems across a wide variety of functional areas, steadily earning our customers' trust, becoming an invaluable part of their organization, and advancing them beyond expectations. We deliver mission-focused subject matter expertise combined with corporate core competencies to serve the needs of our customers.

Sev1Tech focuses on corporate responsibility and excellence in service, both critical components in our business and operating policies. We take great pride in conducting our business with integrity and honesty and hold our team members to the same high standard of performance, quality and commitment to the organization. We believe that everyone on our team should improve our customer's missions and strengthen our communities.

Better Solutions. Faster. Three simple words, but when put together, they describe Sev1Tech to its core. Through years of experience, we've developed a proven approach using industry and technology expertise and repeatable processes to create solutions for our client's most significant challenges. Our solutions and services approach pairs functional experts with technology experts. Sev1Tech works collaboratively with our customers throughout the project lifecycle through agile, iterative, state-of-the-art technologies and methodologies and CMMI-based processes. The success of our approach is recognized by numerous customer recognitions and many awards, including one of the fastest-growing companies.

Sev1Tech strives to create an exciting and challenging work environment for all employees by providing opportunities to work on our country and community's toughest challenges in the IT and engineering fields. We are committed to ensuring our employees maintain up-to-date, relevant certifications, use proven solution methods and processes.

Industry
IT & Software
Company Size
501-1,000 employees
Headquarters
Woodbridge, Virginia
Year Founded
2010
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