What are the responsibilities and job description for the Lead Help Desk Specialist position at ERT?
ERT is seeking a Lead 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. 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
- May lead and direct projects and other team members
Required Skills
- 4 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 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.
Salary
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:
- Medical, Rx, Dental, and Vision Insurance
- 401(k) retirement plan with company-matching
- 11 Paid Federal Government Holidays
- Basic Life & Supplemental Life
- Health Savings Account, Flexible Spending and Dependent Care Flexible Spending Accounts
- Short-Term & Long-Term Disability
- Employee assistance program (EAP)
- Tuition Reimbursement, Personal Development & Learning Opportunities
- Skills Development & Certifications
- Professional Membership Reimbursement
- Employee Referral Program
- Competitive compensation plan
- Discretionary variable incentive bonuses based on factors such as individual performance, business unit performance, and/or the company’s performance
- 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.
Salary : $18 - $41
