<p>Position Description</p> <p>ERT is seeking a Lead Help Desk Specialist to support work at NOAA's National Environmental Satellite, Data, and Information Service (NESDIS). Duties Include:</p> <ul> <li>Helps supervise the day-to-day operations of the help desk </li><li>Identifies, researches, and resolves complex technical problems </li><li>Creates and manages escalation procedures and ensures service levels are maintained. </li><li>Provide monitoring services for Satellite Systems. </li><li>Identify alarms and alerts and respond in accordance with Government directives and procedures. </li><li>Create tickets and provide daily logs for activities processed. </li><li>Work with Network Teams and management to provide detailed reporting and updates. </li><li>Multitasking within different software platforms in a virtual environment. </li><li>Track & Report Satellite data anomalies via Ticketing and assign to proper team. </li><li>Answer phone calls, View and provide action on Emails (GMAIL) </li><li>Attend weekly meetings to provide feedback to Management </li><li>Provide support to end users on a variety of issues. </li><li>Identifies, researches, and reports unresolved technical problems </li><li>Documents, tracks, and monitors problems to ensure a timely resolution. </li></ul> <p>Required Skills</p> <ul> <li>6+ Years' experience in relevant professional position. </li><li>Familiar with a variety of the field's concepts, practices, and procedures. </li><li>Has broad experience and judgment to plan and accomplish complicated tasks. </li><li>Detail oriented, organized, and timely. </li><li>Ability to work well independently and in a team setting. </li><li>Work within the team framework created by management and work with team members on assigned projects. </li><li>Basic use of Microsoft suite WORD, EXCEL, also PDF. </li><li>Knowledge of commonly used concepts, practices and procedures within a particular field. </li><li>Ability to lead and direct the work of others. </li></ul> <p>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.</p> <p>Education</p> <p>BS in computer science, related discipline, or equivalent.</p> <p>Location</p> <p>Work will be completed on-site in Suitland, MD.</p> <p>Compensation</p> <p>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.</p> <p>Benefits</p> <p>All full-time employees are eligible to participate in our flexible benefits package, which includes:</p> <ul> <li>Medical, Rx, Dental, and Vision Insurance </li><li>401(k) retirement plan with company-matching </li><li>11 Paid Federal Government Holidays </li><li>Paid Time Off (PTO) </li><li>Basic Life & Supplemental Life </li><li>Health Savings Account, Flexible Spending and Dependent Care Flexible Spending Accounts </li><li>Short-Term & Long-Term Disability </li><li>Employee assistance program (EAP) </li><li>Tuition Reimbursement, Personal Development & Learning Opportunities </li><li>Skills Development & Certifications </li><li>Professional Membership Reimbursement </li><li>Employee Referral Program </li><li>Competitive compensation plan </li><li>Discretionary variable incentive bonuses based on factors such as individual performance, business unit performance, and/or the company's performance </li><li>Publication and Conference Presentation Awards with bonuses </li></ul> <p>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.</p>