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L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

L3Harris is the Trusted Disruptor in defense tech. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

Job Title: Lead, Field Engineer (Gateway)

Job Code: 35107

Job Location: Joint Base Andrews, MD

Job Schedule: 1st Shift M-F 5/8’s

Job Description:

L3Harris is seeking an experienced, motivated, and customer-focused Field Service Representative to join our team. The successful candidate will be located offsite in the Washington D.C. area and will be responsible for providing frontline support for our OSA/EA customers, ensuring the stability and integrity of our network services. This role includes a consistent work schedule, with training opportunities available during periods of low activity. This candidate will direct daily tasks and administrative functions at the Government Operations Center on behalf of L3Harris. This role involves coordination with US Government and commercial partnerships.

The ideal candidate will be responsible for direct interface with the government users and Customers, as well as answering incoming calls, logging interactions within a ticketing system, and managing incident and service requests. They will also assist with day-to-day duties of other onsite field service representatives, as necessary to update and maintain program hardware and software. 

Essential Functions:

• Providing front-line end user support for the government customer during active missions.
• Manage real-time monitoring of all missions to ensure continuous connectivity and health status of terrestrial and SATCOM systems, as well as report any anomalies to Government operation center.
• Provide first-level contact and convey resolutions to customer and user issues by answering incoming programmatic inquiries promptly.
• Accurately log all helpdesk interactions and track user requests within the ITSM ticket system.
• Process and manage Frequency Clearance and Host Nation Approval when requested.
• Manage software and hardware updates and assist other field service representatives to ensure all USG aircraft are properly configured to support their mission.
• Actively manage all network and satellite system maintenance requests with government and end users.
• Monitor and track specific program info using designated resources, ensuring constant awareness of status.
• Responsible for briefing customers, users and management on all facets of the program.
• Teams with GSOC and commercial vendors perform incident management by identifying, analyzing, and, escalating complex problems to higher-level support teams when necessary.
• Manage service requests by fulfilling user needs in a timely and efficient manner, adhering to service level agreements.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Participate in ongoing training and development to stay current with system information, changes, and updates.
• Experience in monitoring systems and interpreting data.
• Knowledge of incident management and service request management processes.
• Familiarity with information systems and troubleshooting connectivity issues.
• Possess first-hand knowledge of the OSA/EA mission, comms suite, and all relevant offboard links.
• Must possess excellent verbal and written communication skills in an executive and military standpoint.
• Proven experience in a helpdesk or technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products. Ability to diagnose and resolve basic technical issues.
• Ability to work effectively in a team environment and independently.
• Microsoft Office and O365 suite.
• Experience documenting day-to-day tasks.
• Must be able to lift and carry at least 35 pounds.
• Ability to obtain a CompTIA Security+ is required.
• Other duties as assigned by Supervisor.

Qualifications:

• Bachelor’s Degree with nine (9) years of experience in OSA/EA airlift operations or maintenance.
• Graduate Degree with seven (7) years of experience in OSA/EA airlift operations or maintenance.
• In lieu of a degree, minimum of 13 years of experience in OSA/EA airlift operations or maintenance.
• Must have an active Top-Secret clearance with SCI at the time of hire.
• Must be a U.S. Citizen.

Preferred Additional Skills:

• Prior military experience.
• Familiarity with ITSM ticketing systems (ex. ServiceNow).
• Active Top Secret with SCI and YW.

#LI-AH1

L3Harris Technologies is proud to be an Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

By submitting your resume for this position, you understand and agree that L3Harris Technologies may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

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