Field Service Representative (FSR)

About the role

The Field Service Support Structure provides dedicated Senior Computer User Support Specialists (Field Service Representatives (FSR)) to address complex technical and management issues, delivering on-site support to commissaries to meet all Acceptable Quality Levels (AQLs) and deliverables. This position requires travel 75-80% of the time, covering over 236 commissaries worldwide.

Responsibilities

• Provide Subject Matter Expert (SME) level support for computing device Life Cycle Replacement (LCR), computing hardware setup, operation and maintenance, upgrading of systems and applications.
• Travel for on-site support for Life Cycle Replacement (LCR), computing hardware setup, operation and maintenance, upgrades of systems and applications, and inventory systems (including signed receipts) supporting commissary locations and VIP personnel that have outdated and End of Life equipment.
• Decommission laptops, desktops, wireless devices, mobile devices, hardware/software, printers, and other IT peripherals in accordance with DeCA processes compliant with security procedures for turn-in to Defense Logistics Agency (DLA) Disposition Services; to include tagging and destruction of internal/external hard drives.
• Support DeCA Incident/Problem/Request Management processes.
• Provide on-site Service Desk ticket resolution for end user support. Develop/submit all deliverables.

Requirements

• Demonstrated Ability To Work Independently
• Ability To Travel Routinely
• Customer Service/Support
• Windows 10/11 Operating Systems
• Networked Printers/Multi-Function Devices
• Mobile Device Support
• Imaging Computers Using System Center Configuration Manager (SCCM)
• Active Directory Management
• Microsoft Office Suite Incl. Sharepoint
• Touch Labor | Break/Fix
• Hardware/Software Troubleshooting
• Information Technology Infrastructure Library (ITIL)
• Ticketing System Experience (E.G., BMC Remedy/Servicenow/Solarwinds/Ivanti)
• Excellent Oral/Written Communication
• Inventory Control/Management
• Time Management

Qualifications

• Bachelor Degree or HS/GED + 5 yrs. in Windows Computing Environment
• DoD 8570.1 IAT II or higher Computing Environment Certification in at least 1 area
• MICrosoft 365 Certified Endpoint Administrator Associate
• Training (required) Must complete an ITIL Course (ITIL v4 recommended)
• Previous Experience as a Desktop Hardware Technician, Field Computer Technician or Field Service Technician is a plus

Skills

• Knowledge of Windows 10/11 Operating Systems
• Experience with Networked Printers/Multi-Function Devices
• Experience with Mobile Device Support
• Experience with Imaging Computers Using System Center Configuration Manager (SCCM)
• Experience with Active Directory Management
• Experience with Microsoft Office Suite Incl. Sharepoint
• Experience with Touch Labor | Break/Fix
• Experience with Hardware/Software Troubleshooting
• Experience with Information Technology Infrastructure Library (ITIL)
• Experience with Ticketing System (E.G., BMC Remedy/Servicenow/Solarwinds/Ivanti)

Benefits

• Commissaries Worldwide
• Global Footprint
• Nurturing People and Culture
• Leadership and Financial Management Expertise

Pay

• Not specified

Schedule

• Not specified