VMS Tech Support Specialist (Tier II Help Desk)

Reston Consulting Group•Silver Spring, MD

1d•Hybrid

About The Position

RCG is a growing federal contracting company seeking a VMS Tech Support Specialist (Tier II Help Desk) to support a federal government customer. This is a remote position open to candidates located anywhere within the United States, with an East Coast time zone preferred. Occasional travel to the Silver Spring, MD facility may be required for meetings, training, or working engagements. The role provides Tier II support for the Vessel Monitoring System (VMS) vTrack platform, assisting a diverse user base including federal staff, enforcement officers, and external stakeholders.

Requirements

U.S. Citizenship required; must be able to obtain a Public Trust clearance
2+ years of relevant experience OR Bachelor’s degree in a related field with 1+ year of experience
Experience with ServiceNow ITSM (REQUIRED)
Strong ability to develop and maintain effective working relationships with team members and government clients
Excellent written and verbal communication skills in English
Strong organizational skills with the ability to manage multiple tasks
Ability to perform effectively in a high-paced, high-pressure environment

Nice To Haves

Bachelor’s degree in a related field
Experience with JIRA ticketing system

Responsibilities

Provide Tier II support for VMS vTrack software end users
Deliver customer support to divisional users, anglers, USCG, science center staff, and state enforcement personnel
Manage account requests, non-disclosure agreements, and user provisioning in accordance with security and confidentiality requirements
Track and resolve ServiceNow tickets/work orders
Maintain knowledge of VMS vendor systems, data flows, satellite coverage, and program requirements
Apply system knowledge to registration, reimbursement processes, and stakeholder communications
Support additional tasks and operational needs assigned
Participate in on-the-job training (OJT) to support system and process understanding