Tech Support Specialist

About the role

Act as the primary interface for support services for NMFS OLE Vessel Monitoring System (VMS) vTrack software end users. Provide VMS vTrack customer support to all divisional VMS users, anglers, USCG, science center employees, and state enforcement officers.

• Manage VMS vTrack account requests and non-disclosure agreements; create accounts in accordance with legal and security confidentiality requirements.
• Coordinate inquiries on data delivery and other VMS vendor issues.
• Apply data access rules to data requestors; maintain knowledge of which parties and agencies have access.
• Handle fisher-related calls, including contacting VMS divisional and/or HQ representatives and various Marine Fisheries Commissions.
• Monitor VMS tickets/work orders assigned to contractors.
• Assist in developing new VMS support procedures as changes in the program or operations occur.
• Provide vTrack training and document incoming training requests.
• Assist USCG in specific vessel searches and emergency situations.
• Understand and adhere to contractual communication guidelines when working with VMS contractors and vendors.
• Assist with the deployment of regional Enhanced Mobile Transceiver Unit (E-MTU) software upgrades and modifications.
• Maintain and apply knowledge of the status and participation of Joint Enforcement Agency (JEA) states with respect to legality of VMS access.
• Maintain knowledge of each VMS program vendor’s type-approved units, their specific data flows and satellite coverage, status of type approvals, status of VMS-required fisheries; apply this knowledge to the reimbursement and vTrack registration processes, and communications with industry and the public.
• Perform permit and compliance verification for reimbursement and other data collection purposes.
• Maintain the protected master list of all vTrack users, including their contact information, affiliation, and account status; perform nearly daily updates.
• Support VMS program on other tasks as assigned.
• Provide formal and informal training to end-users on LAN resources such as computers, mobile devices, printers, faxes, and copiers.
• Research, evaluate, and provide feedback on trends and patterns on reported incidents.
• Facilitate vendor site visits for warranty and maintenance support.
• Respond to reports of malware infections on computing devices and support remediation efforts by following established NOAA incident response policy and procedures.
• Produce weekly reports of activities from the database as well as ad hoc reports as requested by the Contracting Officer’s Representative (COR).

Requirements

• BS in Information Technology, related discipline, or equivalent.
• At least 1 year of relevant experience.
• Experience with ServiceNow ITSM, specifically management of knowledge articles in the ServiceNow Knowledge Base.
• Excellent communication skills, both written and spoken.
• Excellent organizational skills.
• Ability to handle a high-stress environment.
• Ability to develop and maintain effective working relationships with team members.
• Ability to cooperate with a variety of people (team members and government clients) to achieve results.
• Experience with JIRA ticketing system (desired).
• Must be a US Citizen or Lawful Permanent Resident and able to pass a background investigation to obtain a security badge to enter the applicable government facility.
• Must be located within a one-hour radius of Silver Spring, MD to provide onsite troubleshooting support when needed.

Pay

The hourly rate for this position is approximately $25 - $28/hr.

About Us

Formed through the strategic union of Sev1Tech and ERT, Entarian is a premier provider of mission-critical engineering and technology solutions. Founded on a legacy of excellence dating back to 1993, Entarian is a product of an evolved and fully diversified engineering and federal technology leader. From deep space to defense and civilian missions, Entarian delivers secure, mission-aligned digital solutions that drive national resilience and operational effectiveness.