Multifunctional Field Technical Support (MFTS)/Help Desk (Senior)

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About the Role

The Multifunctional Field Technical Support (MFTS)/Help Desk Engineer III provides senior-level technical and field support for deployed biometric systems. This position supports system installation, fielding, sustainment, training, and day-to-day user operations, serving as a key technical resource for troubleshooting and resolving hardware, software, network, and system issues. The successful candidate will have experience supporting Army fielding and training activities and be comfortable working directly with customers and end users in both field and help desk environments.

Responsibilities

• Provide senior-level technical field and help desk support for biometric hardware and software systems.
• Support Army Total Package Fielding (TPF), New Equipment Fielding (NEF), New Equipment Training (NET), Program Instruction (PI), and other fielding, training, and sustainment activities.
• Install, configure, test, maintain, and troubleshoot biometric systems and associated hardware, software, and peripherals.
• Diagnose and resolve issues involving Android and Windows operating systems, databases, networking, applications, and hardware.
• Provide direct technical assistance to customers and end users through onsite support, remote support, and help desk/ticketing processes.
• Receive, document, prioritize, troubleshoot, and resolve support tickets, escalating issues to engineering or other technical teams when required.
• Develop and deliver professional technical training, operator training, and course materials using instructional design best practices.
• Support system upgrades, software releases, configuration changes, and equipment replacement.
• Maintain accurate records of fielded systems, configurations, maintenance actions, technical issues, and resolutions.
• Develop and maintain technical documentation, troubleshooting procedures, user guides, knowledge-base content, and other customer-facing support resources.
• Help design and improve customer portals, knowledge centers, and intuitive self-service support capabilities.
• Leverage AI-enabled workflows and automation to improve technical support, knowledge management, training content, and customer self-service.
• Coordinate with engineering, program management, and other technical teams to identify recurring issues and improve system reliability and supportability.
• Gather and communicate feedback from field operations and customers to support product improvements, training, and sustainment planning.
• Travel to customer and field locations as required to support installation, fielding, training, troubleshooting, and sustainment activities. Travel may include CONUS and OCONUS locations based on customer and program requirements.

Requirements

• Bachelor’s degree in engineering, information technology, or a relevant discipline. Two additional years of relevant experience may be substituted for the degree requirement.
• Minimum 7 years of relevant technical support, field support, or systems support experience.
• Experience with Army Total Package Fielding (TPF), NEF, NET, PI, and Technical Field Support.
• Experience supporting biometric technologies and systems.
• Working knowledge of Android and Windows operating systems, databases, networking, and hardware/software troubleshooting.
• Demonstrated ability to diagnose and resolve complex technical problems in field and remote-support environments.
• Experience using help desk/ticketing systems and documenting technical issues, actions, and resolutions.
• Strong understanding of AI-enabled workflows and automation and their application to technical support, training, knowledge management, and customer self-service.
• Experience with instructional design, professional course development, and technical/user training.
• Knowledge of customer portal, knowledge center, and self-service support best practices, including the use of automation to create intuitive and effective customer support experiences.
• Strong written and verbal communication skills with the ability to translate technical information for both technical and non-technical audiences.
• Strong interpersonal and customer-service skills with the ability to work effectively with end users, customers, engineering teams, and program leadership.
• Ability to work independently, take ownership of technical issues, and coordinate resolution across engineering, program, and customer teams.
• Ability and willingness to travel CONUS and OCONUS based on customer and program needs.
• Ability to obtain and maintain a U.S. Government security clearance.

Security Clearance

An active Secret security clearance is required for this position.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• 401(k) retirement plan
• Life insurance
• Flexible work schedules and holidays

Parsons is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected status.