Operations Help Desk Specialist

Background
ERT is actively seeking candidates to support Search and Rescue monitoring activities for the United States Mission Control Center (USMCC) Search and Rescue Satellite-Aided Tracking (SARSAT) system. 

This position is a dual duties position of a RGDB Help Desk Specialist/Duty Controller. RGDB is NOAA's Beacon Registration Database. The RGDB Help Desk Specialist is a critical part of the SARSAT team. Duties are related to the registration of emergency beacons that are a part of this life-saving system. The Duty Controller is also a critical part of the SARSAT team, helping to ensure the performance of lifesaving SARSAT satellite instruments, Local User Terminals (LUTs or ground stations), the USMCC, and all supporting communications. 

The USMCC is monitored 24/7/365 to ensure there is no delay in Search and Rescue (SAR) response times. Duty Controllers work 12-hour shifts (7:00 a.m. - 7:00 p.m. or 7:00 p.m. - 7:00 a.m.).  This is an on-site position in Suitland, MD at the NOAA Satellite Operations Facility (NSOF). Hours and required support will be monitored between the USMCC Ops and RGDB managers. Overtime will be expected when covering the USMCC Duty Controller position.

For the Duty Controller portion of the position, duties include:

• Monitor the USMCC SARSAT system and respond to requests from Rescue Coordination Centers (RCCs), SAR Point of Contacts (SPOCs), and other Mission Control Centers
• Analyze USMCC system alarms and take the appropriate corrective actions 
• Process daily satellite orbital data to ensure the LUTs produce accurate Doppler positions for search and rescue efforts
• Communicate with the appropriate RCC to capture and record accurate feedback on beacon activation outcomes and enter the data into the Incident History Database (IHDB). This included collecting additional information from RCCs for distress cases and writing the first draft of distress cases for inclusion in NOAA's required reporting.
• Send messages to SARSAT partners concerning the quality of incoming data and regularly test communication links.
• Administrative tasks include answering the telephone, recording all shift activity (e.g., system messages, phone calls, satellite status changes) in the controller log, building the draft of the morning brief document, and supporting the Beacon Registration Database (RGDB) staff by verifying the accuracy of beacon registration information on a daily basis.

RGDB Help Desk/Customer Service Representative duties include:

• Answer incoming phones and resolve customer issues by calling and emailing customers
• Track data received and source documents
• Accurately and quickly enter alphabetic, numeric, and symbolic data for beacon registrations into a computer system
• Review error reports and make necessary corrective actions
• File and route documents after entry
• Prepare mailings
• Work in a team environment
• Perform quality control of registration entries of others in the electronic workload management system. Will follow operational procedures with added on additional guidelines established by manager
• Assist with updating and creating new procedures and other documents to manage the operation needs for the beacon registration database
• Assist registration database lead to create and update presentations for meetings
• Assist in communicating with government leads and beacon manufacturers to identify and help resolve quality control issues

Required Skills

• A minimum of 4 years’ relevant experience such as customer service, IT help desk, etc. Candidates with prior military experience serving as an operations or command center duty officer highly desired.
• Must have excellent verbal and written communication skills to work effectively with international communities and to write concise, accurate controller duty logs and communicate verbally and in writing by emails with beacon owners
• Typing speed 35-45 wpm or greater (to be confirmed by a typing test)
• Must have proven experience using software tools such as Word, Excel, and PowerPoint.
• Must be dependable, detail oriented and willing to work a rotating 12-hour shift schedule for the controller duties and 8 hour shift during normal hours for the customer service representative duties
• An understanding of mathematics, latitude and longitude, and time zones (e.g., UTC/GMT) is required. 
• Active public trust or secret clearance desired.
• 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
HS Diploma; Associates degree or BS degree preferred and may be substituted for years of experience. Training on the SARSAT system will be provided.

Location
This position is located on-site at NSOF in Suitland, MD. 

Compensation
The pay range for this role is $24 - $32/hour. This range is a good faith estimate based on similar roles across the organization. ERT considers several factors when extending an offer of employment, including the location, scope, and associated responsibilities of the specific position, as well as 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 (employee only)
• 401(k) retirement plan with company-matching
• 11 Paid Federal Government Holidays
• Vacation and Sick Leave Accrual
• 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

This position is covered under the Services Contract Act (SCA). 

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.