ROLE SUMMARY/OBJECTIVE
The TSA (Transportation Security Administration) Field Service Technician works directly with customers to provide high-quality service to maintain operational efficiency and minimize client downtime. This role will install, repair, and conduct preventative maintenance of hardware systems, provide server and software application support, and maintain accurate documentation of services. This position will maintain accurate records and inventory, develop a deep understanding of service level agreements, and maintain effective communication with all clients and stakeholders. This role will service Denver, CO, Colorado Springs, CO and at times, will also service Salt Lake City, UT. This position will start as a part-time role supporting the universal enrollment program (UEP) kiosks while PIV clearance is pending, once PIV clearance is achieved, we anticipate this role transitioning to full time. As a part time technician, we will guarantee pay for a minimum of 20 hours, if more than 20 hours are worked in a work week, we will pay hours worked, if less than 20 hours are worked in a work week we will pay 20 hours.
ESSENTIAL DUTIES AND FUNCTIONS
- Responsible for new hardware equipment installations at area airports, serving the TSA.
- Provides equipment triage, maintenance, and repair for a variety of hardware products.
- Tracks inventory and records assets per company procedure.
- Provides system upgrades and replacements as needed.
- Managing multiple service tickets, promptly and thoroughly documenting the service provided and all steps taken to resolve tickets in the ticket management system.
- Provides timely updates to customer concerns and issues, encourages open lines of communication with all stakeholders.
- Tracking, maintaining and as appropriate disposing or recycling equipment and spare parts
- May lead hardware and software training and development.
- Other duties as assigned or requested.
MINIMUM EDUCATION, EXPERIENCE, AND ABILITIES
- Prior experience working with or contracting for the TSA is preferred.
- Active PIV card, preferred.
- Candidates with a clear e-QIP background investigation result and are fully and actively TSA cleared, preferred.
- Advanced diagnostic and repair skills for various types of computers and other electronic equipment.
- In-depth understanding of service level agreements and ability to manage all service aspects of customer issues in a timely and effective manner.
- Experience documenting all levels of service activities and ability to maintain detailed and accurate records.
- Skilled at managing inventory effectively and accurately.
- Strong verbal and written communication skills with the ability to simplify complex technical terminology to provide excellent customer service and ensure customer satisfaction.
- Ability to execute work deliverables independently as well as collaborating with team members as needed while managing service level agreements.
- High school diploma preferred
- Three to five years of relevant technical experience are required.
- Formal technical training or education in System Administration, Networking, or Microsoft Systems preferred.
- Other duties as assigned and requested.
TRAVEL REQUIREMENTS
- This role requires very frequent local area travel, up to 100%, to the assigned airport(s) to service TSA equipment.
- Occasional overnight trips may be required.
PHYSICAL DEMANDS:
- Ability to lift 30-50 pounds routinely.
- Requires long periods of standing, walking, recurring bending, crouching, stooping, stretching, reaching, or similar activities.
- Requires manual dexterity and the ability to manipulate small objects.
WORK ENVIRONMENT
- Work is typically performed in an airport environment and may include exposure to heat, cold and/or air particles such as dust.