Field Service Representative with Security Clearance

Responsibilities Coordinate all training and operational support activities with Training Field POC. 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. Develop expertise in the software tools. Travel to deliver training. Help Desk Support Provide tier I and tier II help desk support; respond to requests for assistance received directly from users, via help desk, or referrals. Provide desk‑side support to troubleshoot, repair and resolve issues. Provide technical support for remote customers via telephone, online chat, email or 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 tool support teams to identify issues, 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 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 US Citizenship. Ability to meet High Risk, Law Enforcement Sensitive background. Minimum 3 years of professional experience supporting analytical software solutions at the enterprise level. Ability to obtain and maintain a TS/SCI clearance. Ability to operate as a member of a team in an often‑high‑stress, high‑tempo office environment. Ability to travel CONUS & OCONUS as required by the customer. Desired Qualifications TS security clearance. Bachelor's degree. Minimum 2 years of scripting skills and data sanitization/standardization utilizing Python or Java. Job ID 2026-22195 Work Type On‑Site Pay Range $120,000.00 – $125,000.00 Benefits The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full‑time and part‑time employees. #J-18808-Ljbffr