Customer & Technical Support Specialist

Entarian•Silver Spring, MD

3d•Onsite

About The Position

Entarian is seeking a Customer & Technical Support Specialist to support the NOAA National Marine Fisheries Service (NMFS) Office of Law Enforcement (OLE) Vessel Monitoring System (VMS). This role provides direct assistance for VMS vTrack software users, supports operational needs, and helps maintain compliance with legal, security, and program requirements.

Requirements

At least 1 year of relevant experience
Experience using ticketing systems.
Experience working with relational databases and writing queries using languages such as SQL or Oracle.
Experience providing call support
Must be a US Citizen or Lawful Permanent Resident and able to pass a background investigation to obtain a security badge to enter the applicable government facility

Nice To Haves

BS in Information Technology, related discipline, or equivalent.

Responsibilities

Serve as the primary support interface for NMFS OLE VMS vTrack software users.
Provide customer support to VMS divisional users, anglers, USCG personnel, science center staff, and state enforcement officers.
Handle fisher-related calls and coordinate with VMS divisional or HQ representatives, Marine Fisheries Commissions, and other partners.
Provide formal and informal training on vTrack software and general LAN resources such as computers, mobile devices, printers, faxes, and copiers.
Document incoming training requests and assist in developing new VMS support procedures as program needs evolve.
Assist USCG with vessel searches and emergency situations as requested.
Manage VMS vTrack account requests and non-disclosure agreements.
Create and maintain accounts in accordance with legal, confidentiality, and security requirements.
Maintain the protected master list of all vTrack users, including contact details, affiliations, and account statuses, with near‑daily updates.
Apply appropriate data access rules and maintain knowledge of authorized parties and agencies.
Complete assigned VMS tickets/work orders and monitor tickets assigned to contractors.
Coordinate with VMS vendors on inquiries regarding data delivery, software issues, and operational concerns.
Facilitate vendor site visits for warranty and maintenance support.
Respond to reports of malware infections and support remediation efforts in accordance with NOAA incident response policies; generate weekly reports and ad hoc summaries as requested by the COR.
Assist with regional deployment of Enhanced Mobile Transceiver Unit (E‑MTU) software upgrades and modifications.
Maintain current knowledge of each VMS vendor’s type‑approved units, data flows, satellite coverage, approval statuses, and required fisheries.
Apply vendor and program knowledge to reimbursement processes, vTrack registration, and communications with industry and the public.
Perform permit and compliance verification for reimbursement and data collection needs.
Maintain awareness of Joint Enforcement Agency (JEA) state participation and related VMS access rules.
Adhere to contractual communication guidelines when interacting with VMS contractors and vendors.
Research, evaluate, and provide feedback on trends and patterns in incident reports.
Support other VMS program tasks as assigned.