Customer/Software Support Engineer

Jacksonville, FL, United States

At InnovaSystems, extraordinary solutions are born through innovative software.

A wholly owned subsidiary of Cydecor, InnovaSystems is a leading provider of information technology and enterprise-level solutions to the Department of Defense, federal, state, and local government agencies, delivering a vital service to support our nation’s National Security Strategy. We engage organizational effectiveness and readiness resulting in reduced costs, increased effectiveness, and accessibility.

As a member of the InnovaSystems team, you will be empowered to do the best work of your career with challenging assignments and collaborative teams that solve real-world problems.

Some of our perks & benefits include:

Flexible schedule, continuous learning opportunities, comprehensive benefits package, 401k plan w/ company match, competitive salary, and a fantastic culture of collaboration.

Job Location:

NAS Jacksonville, FL.

Due to the nature of our business, this position requires an Active Secret Security Clearance or above upon hire.

About The Role

InnovaSystems is seeking a Customer/Software Support Representative to provide in-depth services to Fleet Naval Aviation Units, Shipboard personnel, industry partners, and TYCOM’s in order 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.

Specific duties include :

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 to include installation/imaging, 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.

Reports Generation – Work with customer to determine specific reporting needs and work within application to both develop a solution as well as training the customer to create their own custom reports.

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, OneNet, deployment tempo, etc.). Document and articulate requirements to the project team.

Educational Requirements

Typically requires a bachelor's degree, plus 4-7 years of related experience.

Job Requirements

Ability to work independently and in a team environment to effectively provide complex distributed and integrated mission-critical services and to efficiently solve technical problems.

Excellent organizational and analytical skills. Must be able to establish priorities, organize tasks, and direct effective implementation of tasks in a demanding work environment.

Excellent communication (oral, written, presentation, documentation) and interpersonal skills. Must be able to communicate with customers in non-technical terms on technical issues and communicate those issues on a technical level with other team members. Must be able to accomplish these tasks both in person and through distance support (email, phone, Teams).

Ability to adhere to established Naval security regulations in the performance of all duties. Must be able to maintain precise records of identification and configuration details of government furnished computer equipment.

High comfort level with Microsoft Windows and Office products.

Must be able to travel infrequently as required to provide training/support as well as attend Naval Aviation Training and Industry conferences.

Certifications And Experience Desired

Must be able to obtain a COMPTIA Security+ certification within 6 months of hire

Naval Aviation experience preferred

Computer imaging experience preferred

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.

Our comprehensive employee benefits offerings include:

Flexible schedule

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.

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