Customer Service Specialist II - (NASA eMITS)

Rothe Development Inc; Bay St. Louis (MS); Hybride; USD 42 000 - 60 000; Plein temps

Résumé du poste

Rothe Development Inc. at NASA's Stennis Space Center seeks a Customer Service Specialist II to deliver customer service and engagement for the eMITS contract, supporting OCIO and OCOMM.

The hybrid role requires onsite work initially, with eventual flexibility as schedule dictates. Responsibilities include triage, engagement events, IT service request review, and training; plus IT configuration management, meeting support, and participation in enterprise software procurement initiatives.

Qualifications

• BA/BS or higher in related field or 10 years of experience with HS diploma.
• Proven customer service and communication skills.
• Proficiency in Windows and Microsoft products; ability to troubleshoot.

Responsabilités

• Triage requests from users via phone, email, Teams and other messaging tools and provide resolution or route to the appropriate support team.
• Plan, develop, coordinate, and participate in customer engagement/outreach events.
• Review IT service requests for validity, correctness, and track orders to completion.
• Assist SSC OCIO Customer Relationship Managers by helping users order IT services and navigate IT processes.
• Provide training in general use of Common Use Software and Hardware.
• Provide IT Configuration Management for all systems designed, implemented and maintained by the contractor.
• Schedule meetings and provide operational support for technology showcases and the Technology Infusion Lab.
• Support Center activities for Agency Software Management and Enterprise Software Procurement initiatives.

Connaissances

Excellent communication

Customer service skills

Interpersonal skills

Windows proficiency

Analytical skills

Multitasking in fast-paced environment

Documentation skills

Organization skills

Problem solving

Navigation of IT processes

Formation

BA/BS in related field

AA/AS in related field

High school diploma with 10 years experience

Outils

Microsoft Office 365

SharePoint

Box

Teams

Description du poste

Rothe is seeking a Customer Service Specialist II to provide Customer Service and Engagement services for the Stennis Space Center (SSC) Office of the Chief Information Officer in support of the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency's enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA's Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing engaging videos, to information technology management, to using social media to share NASA's message, eMITS integrates services for NASA IT and provides NASA's communication to the outside world. Come join us in support of NASA's mission to inspire the world through information and discovery.

Functional Responsibilities

• Triage requests from users via phone, email, Teams and other messaging tools and provide resolution or route to the appropriate support team.
• Perform customer engagement and/or outreach activities such as planning, developing, coordinating, and participating in events and activities which support customer engagement/outreach.
• Review IT service requests (SRs) for validity, correctness, and track orders until completion.
• Provide technical support to the SSC OCIO Customer Relationship Managers and Business Relationship Managers by assisting users in ordering of IT services, tracking orders through to completion and assist users in navigating the IT processes and tools.
• Provide training in response to customer requirements for general use of Common Use Software and Hardware.
• Provide IT Configuration Management for all systems designed, implemented and maintained by the contractor.
• Provide meeting scheduling and operational support for all the technology showcased in Stennis Space Center's Collaboration Space as well as the Technology Infusion Lab.
• Support Center activities for Agency Software Management, Information Technology Asset Management, NASA's Agency Commercial IT Request System, and Enterprise Software Procurement initiatives.

Hybrid position at NASA Stennis Space Center (SSC). Onsite 100% for first few months for training and team building. After initial training period, mostly onsite as required by the team's schedule.

Education and Experience

A BA/BS in a related field with two years experience in a customer service or related field required, or an AA/AS in a related field with 6 years experience, or a high school diploma with 10 years experience.

Minimum Qualifications

• Excellent communication skills, both written and verbal.
• Excellent customer service skills.
• Excellent interpersonal skills and a customer service focused attitude.
• Must be proficient in Windows and all Microsoft Products.
• Effective deductive reasoning and troubleshooting skills.
• Proficiency in multitasking in a fast-paced work environment.
• Adaptable to change and inconsistency in the workplace.
• Good analytical and organization skills.
• High attention to detail and strong documentation skills.
• Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, OneDrive), SharePoint, and Box.

Preferred Qualifications (not required for consideration)

• An aptitude for understanding and learning new information technologies. Self-motivated, innovative thinker, that works well at prioritizing tasks.
• Working in a team environment with a diverse group.
• Experience with customer service ticket tracking (ITIL) systems a plus.
• Experience with Microsoft Power Bi and Copilot a plus.

For this hybrid position, the employee bears travel costs to the nearest NASA Center for badging and issue of NASA IT equipment, and must have a reliable internet connection and be able to VPN into the NASA network to conduct work.

Rothe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

Rothe participates in E-Verify.