Position Description

Customer Support / Windows System Administrator (Entry Level)
Work Location College Park, MD
Exemption Status Exempt
Full Time or Part Time Full time
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ERT is seeking an entry level Windows System Administrator to support contracts at NOAA's College Park Facility for the National Weather Service..

System Administration Duties

  • Troubleshoot & resolve Windows 10/11 issues in person, by phone, e-mail, or remote support.
  • Manage DELL equipment: install, repair/upgrade hardware components (RAM, battery, HDD, etc.)
  • Create, edit or remove user accounts in Active Directory.
  • Perform physical system builds imaging including system recovery, disk encryption and profiling.
  • Install new applications, perform system upgrades, migrate user profiles.

Tier 1 Customer Support Duties

  • Manage & work ticket queues in ServiceNOW.
  • Actively monitor for unassigned tickets and take ownership.
  • Process requests for ticket transfer, escalation, or re-assignment.
  • Categorize and assign tickets to the appropriate team.
  • Monitor queue for ticket compliance to SLA.
  • Follow up on customer tickets daily (including tickets belonging to other team members).
  • Compile weekly and ad-hoc metrics and reporting.

Requirements

  • 1+ years hands-on 'ANY type' customer support/relations
  • 1+ years of experience in hands on IT customer service with supporting and troubleshooting Windows systems.
  • Ability to work independently and within a team
  • Demonstrated critical-thinking and problem-solving skills ability.
  • Must work well with general guidance, generate competent technical input for operations type documentation, be detailed and security oriented.  
  • Must be able to commute to College Park, MD daily
  • 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.

 Desired

  • Current or previous government contract experience
  • Experience with Ticket Management system
  • 2+ years’ experience doing Windows troubleshooting & admin specifically with:
    • Installing/Configuring Windows 10 or 11
    • Installing/Uninstalling applications
    • Configuring network connectivity
    • Managing local disk storage
    • Using WSUS update services or SCCM package deployment
    • Using Active Directory
  • Dell Infrastructure experience
  • Microsoft/CompTIA certifications
  • ITIL certification
  • Powershell/Batch Scripting Experience
  • Experience with Backup software such as Commvault
  • Virtual Private Networks (VPN) experience

Education
HS diploma or equivalent. Associates degree preferred and may be substituted for years of experience.

Background
The mission of the National Weather Service (NWS), an agency within the Department of Commerce's National Oceanic and Atmospheric Administration (NOAA), is to provide weather, water and climate forecasts and warnings for the United States, its territories, and its adjacent waters and oceans to protect life and property and to enhance the national economy. The Weather and Climate Infrastructure Services (WCCIS) contract supports the NWS's Central Processing and Information Dissemination portfolios. The contract is managed by the National Centers for Environmental Prediction (NCEP) Central Operations (NCO).

WCCIS supports NCO's mission which is to deliver national and global weather, water, climate and space weather guidance, forecasts, warnings and analyses to a broad range of users and partners. These products and services respond to user needs to protect life and property, enhance the nation's economy, and support the nation's growing need for environmental information.

ERT is a VEVRAA Federal Contractor and Equal Opportunity/Affirmative Action employer - All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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ERT is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. In compliance with Title VI, ERT may also provide language translation and interpretation services for visitors and employment candidates. If you need special assistance or accommodation while seeking employment, please contact Human Resources via email at ert-hr@ertcorp.com or by phone at 240-554-0161.