Customer Service Help Desk Specialist

1 month ago

Mansfield, United Kingdom ERT Full time

ERT, Inc. is seeking 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 am - 6 pm and 6 pm to 6 am) on a rotating basis. 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:

Identify alarms and alerts and respond in accordance with Government directives and procedures Create tickets and provide daily logs for activities processed Track & report Satellite data anomalies via NOAA's ticketing system and assign to the proper team Answer phone calls and provide support to end users on a variety of issues View and provide action on emails received by the Help Desk queue Attend weekly meetings to provide feedback to Management Identify, research, and report on unresolved technical problems Document, track, and monitor problems to ensure a timely resolution Onsite training and certification will be provided on specific systems used to perform this role

Required Skills

1+ years’ experience in a relevant professional position. Must be detail-oriented, organized, and timely. Ability to work well independently and within the team framework created by management to work with team members on assigned projects Basic use of Microsoft Suite (Word, Excel, Powerpoint), Google Suite products (Gmail, Google Meet), PDF Ability to multitask within different software platforms in a virtual environment CompTIA A+ certification preferred, but not required Ability to work a 12-hour alternating shift schedule to support 24/7 operations

Must be a US Citizen or Permanent Resident (Green card) and be able to pass a background investigation to obtain a security badge to enter the applicable government facility.

Education
AA in computer science, related discipline, or equivalent

Benefits
All full time employees are eligible for the following benefits upon starting: Medical, Dental, Vision, 401(k), Paid Time Off, and 11 Paid Federal Government Holidays.

Location
Work will be completed on-site at NSOF in Suitland, MD.

ERT is a VEVRAA Federal Contractor and Equal Opportunity/Affirmative Action employer - All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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