ERT is seeking a Help Desk Specialist to provide customer service and monitoring support for NOAA satellite systems at the NOAA Satellite Operations Facility in Suitland, MD. This is an on-site position requiring 12 hour shifts (6 a.m. - 6 p.m. and 6 p.m. to 6 a.m.) on a rotating basis. This is not a technical help desk role. Help Desk Specialists work with network teams and management to provide detailed reporting and updates on various aspects of the satellite systems. Duties include but are not limited to:
1. Identify anomalies and have strong attention to detail
2. Track & report Satellite data anomalies via NOAA's ticketing system and assign them to the proper team.
3. Create tickets and provide meticulous notes of activities performed
4. Answer phone calls and provide support to internal and external customers
5. Address and resolve tickets submitted via the Help Desk email.
6. Attend weekly meetings, with participation, and provide feedback to Management
7. Identify, research, and report on unresolved data type inquiry issues
8. Document, track, and monitor problems to ensure a timely resolution
9. Effectively collaborate with AI-Assistant tools such as Google Gemini
10. Onsite training and certification will be provided on specific systems used to perform this role
Required Skills
11. 0-2+ years’ experience in a relevant professional position
12. Must be detail-oriented, organized, and timely
13. Ability to work well independently and within the team framework created by management to work with team members on assigned projects
14. Basic use of Microsoft Suite (Word, Excel, PowerPoint), Google Suite products (Gmail, Google Meet), PDF
15. Proficiency with ticketing software
16. Ability to multitask within different software platforms in a virtual environment
17. CompTIA A+ certification preferred, but not required
18. Ability to work a 12-hour alternating shift schedule to support 24/7 operations
19. Must be a US Citizen or Permanent Resident who has lived in the United States at least 3 out of the last 5 years and be able to pass a background investigation to obtain a security badge to access applicable government facilities and systems.
Education
AA in computer science, related discipline, or equivalent
Location
Work will be completed on-site at NSOF in Suitland, MD.
Compensation
The salary range for this role is $18 - $41/hour. This range is a good faith estimate based on similar roles across the organization. ERT uses several factors when extending an offer, including but not limited to, the position's scope and expected duties, a candidate’s work experience, education/training, and key skills.
Benefits
All full-time employees are eligible to participate in our flexible benefits package, which includes:
20. Medical, Rx, Dental, and Vision Insurance
21. 401(k) retirement plan with company-matching
22. 11 Paid Federal Government Holidays
23. Paid Time Off (PTO)
24. Basic Life & Supplemental Life
25. Health Savings Account, Flexible Spending and Dependent Care Flexible Spending Accounts
26. Short-Term & Long-Term Disability
27. Employee assistance program (EAP)
28. Tuition Reimbursement, Personal Development & Learning Opportunities
29. Skills Development & Certifications
30. Professional Membership Reimbursement
31. Employee Referral Program
32. Competitive compensation plan
33. Discretionary variable incentive bonuses based on factors such as individual performance, business unit performance, and/or the company’s performance
34. Publication and Conference Presentation Awards with bonuses
ERT is a VEVRAA Federal Contractor and Equal Opportunity Employer - All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.