Operations Help Desk Specialist

ERT, Inc.; Suitland (MD); On-site; USD 30,000 - 39,000; Full time

Job summary

Entarian is seeking an Operations Help Desk Specialist in Suitland, MD to support SARSAT monitoring for USMCC and RGDB. This on-site role includes handling help desk tasks, duty controller duties, and coordination with RCCs, SPOCs, and beacon owners.

The position requires strong communication, 4+ years of related experience, and a willingness to work rotating 12-hour shifts with overtime as needed. Training will be provided, and a security background check is required.

Qualifications

• HS Diploma; Associates degree or BS degree preferred and may be substituted for years of experience.
• A minimum of 4 years' relevant experience such as customer service, IT help desk.
• Excellent verbal and written communication to work with international communities.
• Typing speed 35-45 wpm or greater.
• Experience using Word, Excel, PowerPoint.

Responsibilities

• Monitor the USMCC SARSAT system and respond to requests from RCCs, SPOCs, and other Mission Control Centers.
• Analyze system alarms and take corrective actions.
• Process daily satellite orbital data to ensure LUTs produce accurate Doppler positions.
• Record distress cases and enter data into IHDB; write initial distress case drafts for NOAA reports.
• Communicate with SARSAT partners and test data links regularly.
• Answer phones, log shift activity, and support RGDB staff with beacon registrations.
• Assist with updating procedures and create presentations for meetings.
• Coordinate with government leads and beacon manufacturers to resolve quality issues.

Skills

Customer service

IT help desk

Verbal and written communication

Typing speed 35-45 wpm

MS Office (Word, Excel, PowerPoint)

Education

HS Diploma

Associates degree or BS preferred

Tools

Word

Excel

PowerPoint

Job description

Operations Help Desk Specialist

Full Time W/Benefits Ret Match

Location : Location

US-MD-Suitland

Clearable

Overview / Job Responsibilities

Entarian is actively seeking candidates to support Search and Rescue monitoring activities for the United States Mission Control Center (USMCC) Search and Rescue Satellite-Aided Tracking (SARSAT) system.

This position is a dual duties position of a RGDB Help Desk Specialist/Duty Controller. RGDB is NOAA's Beacon Registration Database. The RGDB Help Desk Specialist is a critical part of the SARSAT team. Duties are related to the registration of emergency beacons that are a part of this lifesaving system. The Duty Controller is also a critical part of the SARSAT team, helping to ensure the performance of lifesaving SARSAT satellite instruments, Local User Terminals (LUTs or ground stations), the USMCC, and all supporting communications.

The USMCC is monitored 24/7/365 to ensure there is no delay in Search and Rescue (SAR) response times. Duty Controllers work 12-hour shifts (7:00 a.m. - 7:00 p.m. or 7:00 p.m. - 7:00 a.m.). This is an on-site position in Suitland, MD at the NOAA Satellite Operations Facility (NSOF). Hours and required support will be monitored between the USMCC Ops and RGDB managers. Overtime will be expected when covering the USMCC Duty Controller position.

For the Duty Controller portion of the position, duties include:

• Monitor the USMCC SARSAT system and respond to requests from Rescue Coordination Centers (RCCs), SAR Point of Contacts (SPOCs), and other Mission Control Centers
• Analyze USMCC system alarms and take the appropriate corrective actions
• Process daily satellite orbital data to ensure the LUTs produce accurate Doppler positions for search and rescue efforts
• Communicate with the appropriate RCC to capture and record accurate feedback on beacon activation outcomes and enter the data into the Incident History Database (IHDB). This included collecting additional information from RCCs for distress cases and writing the first draft of distress cases for inclusion in NOAA's required reporting.
• Send messages to SARSAT partners concerning the quality of incoming data and regularly test communication links.
• Administrative tasks include answering the telephone, recording all shift activity (e.g., system messages, phone calls, satellite status changes) in the controller log, building the draft of the morning brief document, and supporting the Beacon Registration Database (RGDB) staff by verifying the accuracy of beacon registration information on a daily basis.

RGDB Help Desk/Customer Service Representative duties include:

• Answer incoming phones and resolve customer issues by calling and emailing customers
• Track data received and source documents
• Accurately and quickly enter alphabetic, numeric, and symbolic data for beacon registrations into a computer system
• Review error reports and make necessary corrective actions
• File and route documents after entry
• Prepare mailings
• Work in a team environment
• Perform quality control of registration entries of others in the electronic workload management system. Will follow operational procedures with added on additional guidelines established by manager
• Assist with updating and creating new procedures and other documents to manage the operation needs for the beacon registration database
• Assist registration database lead to create and update presentations for meetings
• Assist in communicating with government leads and beacon manufacturers to identify and help resolve quality control issues

This position is located on-site at NSOF in Suitland, MD.

The hourly rate for this role is approximately $24.25/hour with eligibility for overtime and shift differntial pay after a 3-month training period.

This position is covered under the Services Contract Act (SCA).

Minimum Qualifications

• HS Diploma; Associates degree or BS degree preferred and may be substituted for years of experience. Training on the SARSAT system will be provided.
• A minimum of 4 years' relevant experience such as customer service, IT help desk, etc. Candidates with prior military experience serving as an operations or command center duty officer highly desired.
• Must have excellent verbal and written communication skills to work effectively with international communities and to write concise, accurate controller duty logs and communicate verbally and in writing by emails with beacon owners
• Typing speed 35-45 wpm or greater (to be confirmed by a typing test)
• Must have proven experience using software tools such as Word, Excel, and PowerPoint.
• Must be dependable, detail oriented and willing to work a rotating 12-hour shift schedule for the controller duties and 8 hour shift during normal hours for the customer service representative duties
• An understanding of mathematics, latitude and longitude, and time zones (e.g., UTC/GMT) is required.
• 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.

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 Affi…