Operations Support Specialist
3 weeks ago
Search and Rescue Support Role
ERT is seeking a highly skilled candidate to support the Search and Rescue (SAR) system as a dual duties position of a Help Desk Specialist/Customer Service Representative and Duty Controller. The successful candidate will play a critical role in ensuring the performance of lifesaving SARSAT satellite instruments, Local User Terminals (LUTs or ground stations), and the USMCC.
Responsibilities
- Monitor the USMCC SARSAT system and respond to requests from Rescue Coordination Centers (RCCs), SAR Point of Contacts (SPOCs), and other Mission Control Centers.
- Analyze USMCC system alarms and take corrective actions.
- Process daily satellite orbital data to ensure accurate Doppler positions for search and rescue efforts.
- Communicate with RCCs to capture and record accurate feedback on beacon activation outcomes and enter data into the Incident History Database (IHDB).
- Send messages to SARSAT partners regarding quality of incoming data and test communication links.
- Perform administrative tasks such as answering phone calls, recording shift activity, and verifying accuracy of beacon registration information.
Help Desk and Customer Service Responsibilities
- Answer incoming phone calls and resolve customer issues.
- Track data received and source documents.
- Enter accurate and timely data for beacon registrations into a computer system.
- Review error reports and make corrective actions.
- File and route documents after entry.
- Prepare mailings.
- Work in a team environment.
- Perform quality control of registration entries and assist with updating procedures.
Requirements
- A minimum of 4 years' relevant experience in customer service, IT help desk, or a related field.
- Excellent verbal and written communication skills to work effectively with international communities.
- Typing speed of 35-45 wpm or greater.
- Proven experience using software tools such as Word, Excel, and PowerPoint.
- Dependability, detail orientation, and willingness to work a rotating 12-hour shift schedule for the controller duties and 8-hour shift for the customer service representative duties.
- Understanding of mathematics, latitude and longitude, and time zones.
The selected candidate must be a US Citizen or Permanent Resident and pass a background investigation to obtain a security badge for government facility access. ERT is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
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