OSC Hardware Support Specialist

What Impact You'll Have

As a member of the Operations Support Center (OSC) Team, the OSC Hardware Support Specialist collaborates closely with OSC Team personnel, including the Hardware Operations teams. Primary site is located in Sterling, VA, this role interfaces with various cross-functional groups, including Systems Engineering (SE), to drive problem and event management efforts, ensuring optimal hardware operability and proactive issue resolution.

What You'll be Owning

• Provide tier-level hardware troubleshooting and support via phone, email, and chat to assist Field Service Representatives (FSRs) and military/Army personnel.
• Manage lifecycle ticketing in Jira and documentation in Confluence, including creating, modifying, and documenting detailed troubleshooting steps.
• Host recurring Jira ticket review meetings to ensure accurate issue tracking and proper documentation of Failure and Corrective Action Reports (FACARs) for the Program.
• Partner with Systems Engineering to align on operational tasks, anticipate impacts, and deliver accurate status reports.
• Facilitate cross-functional collaboration to maintain seamless communication and swift resolution of hardware-related issues.
• Assist the FSR Team Lead/Coordinator with Pre-Deployment Site Survey (PDSS) reviews, Preventive Maintenance Corrective Services (PMCS) findings, and ad hoc system configurations.
• Execute system checkouts following hardware or software installations and systematically resolve emerging anomalies.
• Track and manage hardware Line Replaceable Units (LRUs) processed through the Return Merchandise Authorization (RMA) workflow.
• Compile, analyze, and present trend and failure analysis reports for recurring internal reviews.
• Serve as the point of contact for operational hardware shipments and assist with updating the Asset Management database.
• Provide hands-on technical support for fielding and pre-fielding operations, including hardware troubleshooting, new systems assembly, and equipment teardown/packing, as needed.
• Support onsite and fielded location inventory management, as needed.
• Primary Location is onsite in Sterling, VA (occasional visits to local warehouses). Teleworking is not authorized.
• Schedule: Normal business hours; may require flexibility for occasional after-hours support during critical events.
• Travel: 0%–20% travel may be required.

What You Must Have

• 10+ years of demonstrated and relevant experience in hardware support or systems engineering.
• Bachelor’s degree (or equivalent combination of education and demonstrated work experience).
• Active TS security clearance, with SCI eligibility.
• CompTIA Security+ certification (or ability to obtain within 90 days of hire).
• Proven hardware troubleshooting, repair, and diagnostic skills.
• Strong problem-solving abilities under pressure, paired with excellent interpersonal communication.

What Would be Nice to Have

• Experience supporting Department of Defense (DoD) programs.
• Proficiency with Jira, Confluence, and automated project management tools.
• Background in inventory management, asset tracking, and RMA workflows.
• Strong technical writing skills for documentation, reporting, and trend analysis.
• Ability to drive tasks independently while collaborating effectively in a team environment.

Pay Range: At GRVTY, we understand that compensation is influenced by many factors—such as geographic location, federal contract labor categories, wage rates, prior experience, skillsets, education, and certifications.
We’re proud to offer a work environment that empowers our team to achieve a strong work-life balance. GRVTY provides competitive pay, comprehensive benefits, and meaningful opportunities for professional growth.
Our benefits package is designed to support the well-being of our employees and their families, and includes coverage in areas such as healthcare, financial wellness, retirement planning, family assistance, continued education, and paid time off.

• The pay range for this position is: $140,000 - $175,000