Position Baseline Requirements: BA/BS or equivalent, plus 2 years relevant experience supporting Tier II activities; US Citizenship or Permanent Residency required. 

Position Description 
The National Marine Fisheries Service (NMFS) Headquarters Service Desk Support (Service Desk) is currently the initial point of contact for information technology and program support services for NMFS programs and staff based at the headquarters in Silver Spring, Maryland. In addition to the headquarters staff, the service desk provides remote desktop support to over 300 seafood inspection staff and law enforcement agents located throughout the United States. Program support requires basic understanding of the various systems supporting the organizational mission, basic data analysis, and some reporting. This team is the primary point of contact for IT inquiries that may result in service requests and incident resolution. The current predominant operating system in the NMFS Headquarters user environment is Windows 10. A small subset of supported users are assigned Apple workstations running Mac OSX. And mobile devices running iOS, iPad OS, and Android OS are deployed and supported within the agency. The team also supports video teleconference capability used by various NMFS executives on a variety of platforms, including but not limited to: Google Meet, Cisco WebEx, Adobe Connect, GoToWebinar. Duties include:

• Workstation security patching
• Produce routine and ad hoc security artifacts
• Generate activity and metrics reports
• Provide support for issues escalated from Tier 2
• Serve as point of escalation for complex technical incidents and requests
• Lead software testing and approval activities
• Support Mac workstations
• Issue remediation and request triaging for custom applications  
• Mobile device support
• Meeting support    
• Support other CX activities and projects
• Support other NMFS project teams during implementation and testing of changes or enhancements to the NMFS LAN and applications    
• Lead small projects    
• Google Voice / Mail administrator
• Limited Active Directory account management
• Develop, institute, and maintain Standard Operating Procedures (SOP) in the areas of incident management, service requests and Application Support services
• Participate in the NMFS change control board meetings and provide user support impact assessment on proposed system change requests.

Required Skills

• 2+ years’ experience in relevant professional experience supporting Tier II activities.
• 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.
• 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 Information Technology, related discipline, or equivalent, preferred.

Location
Work will be completed on-site in Silver Spring, MD.

Compensation
The salary range for this role is approximately $18 - $40/hr. 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.