Customer & Technical Support Specialist

ERT, Inc.; Silver Spring (MD); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Benefits package

Retirement match

Job summary

Entarian is seeking a Customer & Technical Support Specialist to provide VMS support for the NMFS OCIO service desk. The role requires handling user inquiries, access control, and incident response while coordinating with government agencies.

Onsite support is required within a one-hour radius of Silver Spring, MD. The candidate should have a BS in IT or related field, experience with ServiceNow ITSM, SQL, and JIRA, and excellent communication skills.

Qualifications

• BS in Information Technology or related discipline (or equivalent).
• Excellent communication and spoken/written skills.
• Experience with SQL queries and data handling.
• Experience with high call volumes and call-center environments.
• Experience with ServiceNow ITSM and knowledge articles.

Responsibilities

• Provide VMS vTrack customer support to all users and officials.
• Manage account requests and NDAs; create accounts per security guidelines.
• Coordinate data delivery inquiries and vendor issues; apply access rules.
• Assist USCG in vessel searches and emergency situations; respond to incidents.
• Develop and document new VMS support procedures as needed.
• Provide vTrack training and document training requests.
• Maintain and update the master list of vTrack users and statuses.

Skills

Excellent communication

Team collaboration

Customer service

Ability to work under high stress

Education

BS in Information Technology or related discipline

Tools

ServiceNow ITSM

SQL

JIRA

Job description

Customer & Technical Support Specialist

ID: 2026-9846

Type: Full Time W/Benefits Ret Match

Location: US-MD-Silver Spring

Security Clearance: Clearable

Entarian is seeking a Customer & Technical Support Specialist NMFS OCIO service desk is tasked with providing support for the Office of Law Enforcement, Vessel Monitoring System (VMS) which includes the following:

• 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 and 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 particular parties and agencies that have access.
• Handle fisher-related calls; which may include 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 the 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 collections 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. Reports of activities shall be produced from this database on a weekly basis as well as produce ad hoc reports as requested by the Contracting Officer's Representative (COR).

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

Must be located within a one hour radius of Silver Spring, MD to provide onsite troubleshooting support when needed.

Minimum Qualifications

• BS in Information Technology, related discipline, or equivalent.
• At least 1 year of relevant experience
• Experience with ServiceNow ITSM, specifically management of knowledge articles ServiceNow Knowledge Base
• Excellent communication skills, both written and spoken
• Experience as a database support and running data queries using SQL
• Excellent organizational skills
• Experience with high call volume at a call center
• Must be able 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.

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. We don't just support modernization; we define it.

Entarian is an Equal Opportunity and Affiant Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.