Customer & Technical Support Specialist

Entarian•Silver Spring, MD

1d•Onsite

About The Position

Entarian is seeking a Customer & Technical Support Specialist to join the NMFS OCIO service desk. This role is tasked with providing support for the Office of Law Enforcement, Vessel Monitoring System (VMS), specifically the vTrack software. The specialist will act as the primary interface for support services, managing account requests, coordinating with vendors, and applying data access rules. Responsibilities include handling fisher-related calls, monitoring contractor tickets, developing support procedures, providing training, and assisting with software upgrades. The role also involves maintaining user lists, researching incident trends, facilitating vendor visits, and responding to malware incidents. Reporting on activities will be required on a weekly basis and as ad hoc requests are made by the Contracting Officer’s Representative (COR).

Requirements

BS in Information Technology, related discipline, or equivalent.
At least 1 year of relevant experience.
Experience with ServiceNow ITSM, specifically management of knowledge articles.
ServiceNow Knowledge Base.
Excellent communication skills, both written and spoken.
Experience as a database support and running data queries using SQL.
Excellent organizational skills.
Experience with high call volume at a call center.
Must be able to handle a high stress environment.
Ability to develop and maintain effective working relationships with team members.
Ability to cooperate with a variety of people (team members and government clients) to achieve results.
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

Experience with JIRA ticketing system desired.

Responsibilities

Act as the primary interface for support services for NMFS OLE Vessel Monitoring System (VMS) vTrack software end users.
Provide VMS vTrack customer support to all divisional VMS users, anglers, USCG, science center employees, and state enforcement officers.
Manage VMS vTrack account requests and non-disclosure agreements and create accounts in accordance with legal and security confidentiality requirements.
Coordinate inquiries on data delivery and other VMS vendor issues.
Apply data access rules to data requestors; maintain knowledge of which particular parties and agencies that have access.
Handle fisher-related calls; which may include contacting VMS divisional and/or HQ representatives and various Marine Fisheries Commissions.
Monitor VMS tickets/work orders assigned to contractors.
Assist in developing new VMS support procedures as changes in the program or operations occur.
Provide vTrack training and document incoming training requests.
Assist USCG in specific vessel searches and emergency situations.
Understand and adhere to contractual communication guidelines when working with VMS contractors and vendors.
Assist with the deployment of regional Enhanced Mobile Transceiver Unit (E-MTU) software upgrades and modifications.
Maintain and apply knowledge of the status and participation of Joint Enforcement Agency (JEA) states with respect to legality of VMS access.
Maintain knowledge of each VMS program vendor’s type-approved units, their specific data flows and satellite coverage, status of type approvals, status of VMS-required fisheries; apply the knowledge to the reimbursement and vTrack registration processes, and communications with industry and the public.
Perform permit and compliance verification for reimbursement and other data collections purposes.
Maintain the protected master list of all vTrack users, including their contact information, affiliation, and account status; perform nearly daily updates.
Support VMS program on other tasks as assigned.
Provide formal and informal training to end-users on LAN resources such as computers, mobile devices, printers, faxes and copiers.
Research, evaluate, and provide feedback on trends and patterns on reported incidents.
Facilitate vendor site visits for warranty and maintenance support.
Respond to reports of malware infections on computing devices and support remediation efforts by following established NOAA incident response policy and procedures.
Produce reports of activities from the database on a weekly basis as well as produce ad hoc reports as requested by the Contracting Officer’s Representative (COR).
Assist with providing VMS vTrack customer support to all divisional VMS users, anglers, USCG, science center employees, and state enforcement officers.
Manage VMS vTrack account requests and non-disclosure agreements and create accounts in accordance with legal and security confidentiality requirements.
Complete VMS tickets/work orders assigned.
Maintain knowledge of each VMS program vendor’s type-approved units, their specific data flows and satellite coverage, status of type approvals, status of VMS-required fisheries; apply the knowledge to the reimbursement and vTrack registration processes, and communications with industry and the public.
Support other tasks as assigned.