Field Services Representative (FSR)

Job Description

Job Description

Description:

High Side Technology has an immediate need for a Field Services Representative (FSR) to provide technical support for the operations and sustainment of motion Geospatial Intelligence (GEOINT) systems supporting Intelligence Community (IC) and Department of Defense (DoD) clients. In this role, the Operations Specialist / Analyst will apply domain knowledge and problem-solving skills to be the first to respond to user requests from users of our motion GEOINT analysis software platform. They will help troubleshoot any reported issue and identify potential solutions ensuring successful execution of their mission. The role will include both technical and user engagement support duties, ensuring successful execution of program objectives.

Responsibilities:

• Coordinate with the Lead Operations Technical Specialist and other members of the support team on the program to ensure support is provided in a professional, timely, and efficient manner
• Coordinate schedules and reporting of the support team to ensure the quality and completeness of work products (turnover logs, user reporting, checklists, etc.)
• Mentor and train new or less experienced operations team members
• Monitor the system to ensure the system is performing as expected and services are functioning correctly
• Capture reported system bugs from user feedback and error messages / anomalies discovered from performing check list tasks. Attempt to recreate and diagnose issues reported
• Generate timely and accurate reports on system’s performance
• Triage, track, and correctly escalate to the appropriate team (FSR, Ops, Developers, User Engagement)
• Perform and coordinate ‘Feed Activation / Deactivation and Naming Change Requests’ from the Tasking Authority in a timely manner
• Cultivate strong relationships with customers, team members, and users
• Develop a deep understanding of system’s feature capabilities so they can leverage problem-solving skills to ensure user inquiries are resolved in an efficient way
• Coordinate closely with User Engagement Team for user inquiries for follow on training requests and relaying feature requests to help shape continued evolution of the system
• Identify and drive forward support efforts to improve the effectiveness and efficiency of user support

The Operations Technical Specialist / Analyst will work on government site and as part of a distributed multi-disciplinary team. This position requires interaction with government customers at all levels of authority and technical acuity and requires the ability to communicate technical and programmatic information through excellent verbal and written communication skills.

Requirements:

• United States citizenship required
• Top Secret/SCI security clearance or current Top Secret SSBI with TS/SCI eligibility required; counterintelligence (CI) polygraph required
• Bachelor’s degree in a relevant technical field or equivalent military or intelligence analysis experience
• 8+ years of experience

Desired Experience:

• Former Intelligence Analyst / Collection Manager with 4-6 years of Full Motion Video / Intelligence surveillance Reconnaissance (ISR) experience
• Prior experience with customer site