Lead Help Desk Specialist

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Position Description
ERT is seeking a Lead Help Desk Specialist to support work at NOAA\’s National Environmental Satellite, Data, and Information Service (NESDIS). Duties Include:

• Helps supervise the day-to-day operations of the help desk
• Identifies, researches, and resolves complex technical problems
• Creates and manages escalation procedures and ensures service levels are maintained.
• Provide monitoring services for Satellite Systems.
• Identify alarms and alerts and respond in accordance with Government directives and procedures.
• Create tickets and provide daily logs for activities processed.
• Work with Network Teams and management to provide detailed reporting and updates.
• Multitasking within different software platforms in a virtual environment.
• Track & Report Satellite data anomalies via Ticketing and assign to proper team.
• Answer phone calls, View and provide action on Emails (GMAIL)
• Attend weekly meetings to provide feedback to Management
• Provide support to end users on a variety of issues.
• Identifies, researches, and reports unresolved technical problems
• Documents, tracks, and monitors problems to ensure a timely resolution.

Required Skills

• 6+ Years’ experience in relevant professional position.
• Familiar with a variety of the field\’s concepts, practices, and procedures.
• Has broad experience and judgment to plan and accomplish complicated tasks.
• Detail oriented, organized, and timely.
• Ability to work well independently and in a team setting.
• Work within the team framework created by management and work with team members on assigned projects.
• Basic use of Microsoft suite WORD, EXCEL, also PDF.
• Knowledge of commonly used concepts, practices and procedures within a particular field.
• Ability to lead and direct the work of others.

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

Education
BS in computer science, related discipline, or equivalent.

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

Compensation
The salary range for this role is approximately $54,000 – 98,000/year. 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
• Paid Time Off (PTO)
• 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.

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