Operations Support Help Desk

ASRC Federal; Boulder (CO); On-site; USD 52,000 - 70,000; Full time

Job summary

ASRC Federal Data Networks Corporation (DNC) in Boulder, CO seeks an Operations Support Help Desk staff to monitor TraCSS operations, respond to incidents, and escalate issues as needed. The role requires shift work for a 24/7 operations center and strong coordination with orbit analysts and IT support teams.

Responsibilities include incident triage, ticket creation in the management system, and delivering timely status updates to users and stakeholders in a government contractor environment.

Qualifications

• Bachelor's degree and 0–2 years of related experience.
• Ability to work independently, solve problems, and manage multiple priorities in a fast-paced environment.
• Experience with Jira, Jira Service Management, Confluence, Bitbucket, and other Atlassian tools.

Responsibilities

• Respond to operational issues relating to space traffic coordination and to technical issues to ensure safety and stability of the space operating environment.
• Support TraCSS users in troubleshooting technical problems interfacing with the system during operations.
• Monitor TraCSS operational communication lines including phone, email, and messaging for user requests for support.
• Submit and review tickets documenting any user request or issues.
• Facilitate escalation of tickets or problems to the appropriate groups for response or resolution.
• Draft and deliver TraCSS status notifications to users.

Skills

Independent work

Problem solving

Multi-priority management

Education

Bachelor's degree

Tools

Jira

Jira Service Management

Confluence

Bitbucket

Job description

ASRC Federal Data Networks Corporation (DNC) is seeking Operations Support Help Desk staff for positions supporting the Office of Space Commerce, Space Operations Division, TraCSS Operations Branch in Boulder CO. The candidate will join a team staffing the TraCSS operations center performing monitoring and analysis of space traffic products and computational processes. The Help Desk will respond to and document issues and follow through with escalation and responses to users. The operations center will be staffed 24/7 so the candidate should expect shift work.

Background Summary:

The Office of Space Commerce (OSC), is developing the Traffic Coordination System for Space (TraCSS) to fulfill Space Policy Directive 3 (SPD-3). SPD-3 instructed relevant US government agencies to begin re-assigning many aspects of space traffic management (STM) and space traffic coordination (STC) serving non-military US space operators. OSC, under the US Department of Commerce (DOC), was identified to lead many of these efforts as part of a 'whole of government' approach.

TraCSS is the Office of Space Commerce's cloud-based enterprise solution for ingesting, archiving, processing, and disseminating Space Situational Awareness (SSA) data and products. It will provide conjunction analysis and warning services to commercial satellite owner/operators to foster economic growth and technological advancement of the US commercial space industry. The system will store data from the Department of Defense (DoD), National Oceanic and Atmospheric Administration (NOAA), commercial SSA data providers, commercial and civil satellite Owner/Operations (O/O), and select international civil partners. The TraCSS system will operate 24 hours per day, 7 days a week.

Responsibilities:

• Respond, as required, to operational issues relating to space traffic coordination, and to technical issues associated with the OSC Operations Center or TraCSS to ensure the safety and stability of the space operating environment.
• Support TraCSS users in troubleshooting technical problems interfacing with the system during operations.
• Monitor TraCSS operational communication lines including phone, email, and messaging for user requests for support.
• Submit and review tickets documenting any user request or issues.
• Facilitate escalation of tickets or problems to the appropriates groups for response or resolution. Groups include: Operations Support Orbit Analyst and Data Monitors, Engineering, Outreach support, IT support, System Integrator contractors, Presentation Layer contractors, and various other partners.
• Draft and deliver TraCSS status notifications to users.

Required Qualifications:

• Requires a Bachelor's degree and a minimum of 0-2 years of experience in a related or applicable field, or an equivalent combination of education and experience.
• Ability to work independently, problem solve, and manage multiple priorities in a fast-paced environment.
• Use of Jira, Jira Service Management, Confluence, Bitbucket and other Atlassian platform tools.

  Highly Desired Qualifications:

  • Experience working in support of a U.S. government institution.
  • Experience performing shift work
  • Current DoD, DOC, NOAA, or NASA authorization to work (badge).
  • Knowledge of space domain awareness, space situational awareness (SSA), space traffic coordination (STC), or space traffic management (STM) related topics.
    • Examples of desired knowledge and skill sets may include, but are not limited to: orbital mechanics, astrodynamics, common analytical methodologies utilized in SSA/STC/STM, satellite operations, conjunction analysis, and data management.

  Work Environment and Physical Demands:

  • Work in a typical onsite government office building full time with situational telework approved as needed.
  • Operations Center support personnel will be required to support 24/7 operations, 365 days/year and consequently be required to support shift work.
  • Occasional deadlines or operational conditions may require non-standard/longer hours or additional onsite support.
  • Infrequent travel required.
  • Place of performance will be the NOAA Facility located on the DOC David Skaggs Research Center (DSRC) in Boulder CO.