Tech Support Specialist
About The Position
Entarian is seeking a Tech Support Specialist to support services for Vessel Monitoring System (VMS) vTrack software end users on behalf of NOAA's Office of the Chief Information Officer (OCIO). This role involves providing customer support, managing account requests, completing tickets, and maintaining knowledge of VMS program vendors. The position requires the ability to work in a high-stress environment and maintain effective working relationships with team members and government clients. The hourly rate for this position is approximately $25 - 28/hr. The candidate must be located within a one-hour radius of Silver Spring, MD, to provide onsite troubleshooting support when needed.
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
- Excellent organizational skills
- 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
- 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
Benefits
- Medical, Rx, Dental, and Vision Insurance
- 401(k) retirement plan with company-matching
- 11 Paid Federal Government Holidays
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
