About the role
We are currently seeking a Field Service Representative (FSR) in Wiesbaden, Germany. This position is contingent on contract award, with an expected start date of January 1, 2027.
As a Field Service Representative, you will support a high-priority U.S. Army GEOINT mission by providing on-site technical assistance, troubleshooting, and end-user support for Scalable GEOINT systems and applications. This position plays a key role in maintaining the functionality, security, and operational readiness of mission-critical information systems supporting the 66th Military Intelligence Brigade (Theater) in Wiesbaden, Germany. You will work alongside military and government personnel, technical teams, and the central Fort Gordon help desk to resolve technical issues, maintain enterprise IT infrastructure, and ensure reliable access to essential GEOINT capabilities.
Key Responsibilities
* Provide full-time, on-site field service and end-user technical support for Scalable GEOINT operations in Wiesbaden, Germany.
* Deliver independent, hands-on technical assistance, including advanced troubleshooting of desktop systems, peripherals, and software applications.
* Diagnose, repair, and resolve hardware and software issues, including problems involving GEOINT-specific applications such as SOCET GXP.
* Coordinate technical support requests, incidents, and service issues with the central Fort Gordon help desk.
* Provide user assistance through telephone, chat, and email communications while maintaining accurate service ticket documentation using JIRA.
* Support enterprise 24/7/365 on-call operations and provide timely technical assistance in accordance with established service requirements.
* Install, configure, maintain, and troubleshoot local network connections, including physical fiber and copper cabling and patch panels.
* Coordinate with vendors and technical personnel to resolve network connectivity issues and equipment repairs.
* Maintain accurate equipment configurations, security compliance records, and property accountability documentation, including equipment locations and serial numbers.
* Support equipment inventory management, property disposition, and established accountability procedures.
* Collaborate with supported users, technical teams, and mission partners to identify and resolve technical issues affecting enterprise operations.
* Ensure compliance with applicable host-nation regulations, installation requirements, Status of Forces Agreement (SOFA) provisions, and technical expert accreditation procedures.
Required Qualifications
* Active Top Secret clearance required, with the ability to support a TS/SCI environment.
* U.S. citizenship required.
* At least 5 years of professional experience providing technical user support and field service assistance.
* Bachelor's degree or equivalent relevant professional experience in lieu of a degree.
* ITIL Foundation certification required.
* CompTIA Security+ certification required.
* Extensive experience providing advanced technical support, troubleshooting desktop systems, and resolving hardware and software issues independently.
* Experience supporting enterprise IT systems, software applications, peripherals, and network connectivity.
* Ability to install, troubleshoot, and maintain network infrastructure, including fiber and copper cabling and patch panels.
* Familiarity with help desk operations, incident management, and technical support ticketing systems such as JIRA.
* Ability to meet applicable DoD 8140/8570 and Army cyber/IT workforce qualification, certification, and training requirements.
* Experience supporting SOCET GXP or other GEOINT applications in classified enterprise environments preferred.
* Prior experience supporting U.S. military units in Germany and familiarity with DOCPER/ECOPS processes preferred.
* Ability to obtain Technical Expert Status Accreditation (TESA) under applicable NATO SOFA and DOCPER procedures.
* Ability to provide required documentation for host-nation accreditation, including a comprehensive employment history, educational credentials, and applicable travel documentation.
* Strong written and verbal communication skills, with excellent attention to detail.
* Ability to work independently in an overseas military environment while coordinating with remote technical support teams.
* Willingness to support on-call operations and travel as required.
Security Requirement
Applicants selected for this position will be subject to a security investigation and must meet eligibility requirements for access to classified information. TS/SCI clearance is required.