Customer Support Representative

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Job description

InnovaSystems is a leading provider of enterprise-level software and data integration solutions for the Department of Defense, federal, state, and local government agencies.

Designed to support the National Security Strategy, we develop vital, capability-based readiness assessment solutions that maximize efficiencies and streamline access to critical data.

Innovation, trust, and passion are among our core values. With us, you'll be part of an agile team dedicated to solving meaningful, real-world problems through innovative software!

Some of our perks & benefits include:

• Flexible work schedule
• Continuous learning opportunities, including technical training and leadership development programs
• Comprehensive benefits package
• 401k plan w/ company match & competitive salary
• A fantastic culture of collaboration

We are currently seeking a Customer Support Representative with a strong background providing in-depth IT support services to help serve our Fleet Naval Aviation Units, Shipboard personnel, industry partners, and TYCOM's Naval aviation customers from our office on NAS Coronado.

In this role you will have the opportunity to maximize the value of the SHARP LMS application as well as its integration with the greater SHARP Enterprise system with a primary focus in the area of Aircrew Training.

Key Responsibilities

• Technical Assistance - Respond rapidly to customer issues via email, telephone, and personal visit. Troubleshoot and develop technical solutions to software and setup errors. Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion. Escalate urgent problems requiring more in-depth knowledge/technical access to appropriate internal resources.
• Hardware/Software Support - Manage the configuration of Windows client laptops and servers to include installation/imaging, configuration, system and security patches, database administration, as well as installation and support for the SHARP LMS application in classified environments IAW DOD directives and industry best practices.
• User Training - Deliver recurring, classroom-style training as well as informal, on-the-spot training to end users regarding configuration and operation of the SHARP LMS application as well as its contribution to the Air Combat Training Continuum (ACTC). Assist with the generation of training material.
• Ship Alt Support - Ability to work in an industrial shipyard environment with Systems Engineers to conduct shipboard installation, configuration, testing, and troubleshooting of the SHARP LMS application. This can be in either a bare firewall or virtual environment.
• Requirements Development - Act as the first customer liaison to capture emerging requirements for future enhancements. Anticipate requirements based on trends, personal observation of usage, and environmental conditions (e.g. NMCI, CANES, deployment tempo, etc). Document and articulate requirements to the project team.

What You Bring To The Table

• Bachelors degree plus at least 3 years of experience OR 5+ years direct experience
• 3-5+ years' experience with DoD program support
• CompTIA Security+ (or approved equivalent) - Upon hire or completion within 6 months of hire
• Security clearance (preferred) or the ability to obtain one
• Experience with the following:
  • Learning Management System support
  • Windows client/server installation and configuration
  • Microsoft SQL database administration
  • Internet Information Services (IIS) configuration
  • Cybersecurity practices
  • Microsoft Windows 10
  • OSHA 7615

Benefits & Culture

When you join our team, we are committed to enhancing your skills through training and certification programs, as needed, to facilitate your role on the team. Opportunities for advancement and variety are offered through the various projects we create and build for our customers and careers can take on a leadership path or progressive technical track through career and succession planning. At InnovaSystems, we embrace a philosophy of continuous performance management, including relationship building, feedback and recognition and we provide the leadership training and software tools to support these concepts.

Our comprehensive employee benefits offerings include:

• Flexible schedule
• Technical and Leadership Training
• 10 Paid Holidays
• 3 weeks (120 hours) of paid leave annually - hours increase after 3 years of service
• 401k Plan w/ company match
• Comprehensive benefit package to include health, dental, vision and supplemental insurance plans
• Onsite Gym/Workout Facilities (depending on location)
• Social Events

InnovaSystems is a proud supporter of community organizations including; Challenged Athletes Foundation (CAF), Support the Enlisted Program (STEP), and Salvation Army

InnovaSystems International is an EEO/AA employer M/F/D/V.

- provided by Dice