Lead Help Desk Specialist

Lead Help Desk Specialist

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

1. Helps supervise the day-to-day operations of the help desk
2. Identifies, researches, and resolves complex technical problems
3. Creates and manages escalation procedures and ensures service levels are maintained
4. Provide monitoring services for Satellite Systems
5. Identify alarms and alerts and respond in accordance with Government directives and procedures
6. Create tickets and provide daily logs for activities processed
7. Work with Network Teams and management to provide detailed reporting and updates
8. Multitasking within different software platforms in a virtual environment
9. Track & Report Satellite data anomalies via Ticketing and assign to proper team
10. Answer phone calls, View and provide action on Emails (GMAIL)
11. Attend weekly meetings to provide feedback to Management
12. Provide support to end users on a variety of issues
13. Identifies, researches, and reports unresolved technical problems
14. 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
• 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
• 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.