Help Desk Specialist

Job description

ERT is seeking a Help Desk Specialist to provide customer service and monitoring support for NOAA satellite systems at the NOAA Satellite Operations Facility in Suitland, MD. This is an on-site position requiring 12 hour shifts (6 a.m. - 6 p.m. and 6 p.m. to 6 a.m.) on a rotating basis. This is not a technical help desk role. Help Desk Specialists work with network teams and management to provide detailed reporting and updates on various aspects of the satellite systems. Duties include but are not limited to: - Identify anomalies and have strong attention to detail - Track & report Satellite data anomalies via NOAA's ticketing system and assign them to the proper team. - Create tickets and provide meticulous notes of activities performed - Answer phone calls and provide support to internal and external customers - Address and resolve tickets submitted via the Help Desk email. - Attend weekly meetings, with participation, and provide feedback to Management - Identify, research, and report on unresolved data type inquiry issues - Document, track, and monitor problems to ensure a timely resolution - Effectively collaborate with AI-Assistant tools such as Google Gemini - Onsite trainin...