Tech Support Specialist

ERT, Inc.; Silver Spring (MD); On-site; USD 34,440 - 38,572; Full time

Benefits offered by this job

Medical Insurance

401(k) matching

Paid Federal Holidays

Paid Time Off

Job summary

Entarian is seeking a Tech Support Specialist to support VMS vTrack end users for NOAA OCIO. The role requires handling accounts, NDAs, and tickets while ensuring compliance with security requirements.

The candidate will work closely with government clients, manage knowledge bases in ServiceNow, and utilize JIRA for ticketing, with onsite support in the Silver Spring area as needed.

Qualifications

• BS in Information Technology, related discipline, or equivalent.
• 1+ year of relevant experience.
• Experience with ServiceNow ITSM (Knowledge Base).
• Excellent written and spoken communication.
• Excellent organizational skills.
• Ability to work in a high-stress environment.
• Ability to build effective working relationships with team members and clients.
• Experience with JIRA ticketing is a plus.
• U.S. Citizen or lawful permanent resident; able to pass background check.

Responsibilities

• Support Vessel Monitoring System (VMS) vTrack end users for NOAA OCIO.
• Manage VMS account requests and NDAs; create accounts per security rules.
• Complete VMS tickets/work orders as assigned.
• Maintain knowledge of vendor units, data flows, and compliance status.
• Assist with additional duties as assigned.

Skills

Excellent communication

Excellent organizational skills

Teamwork and collaboration

Ability to work under high stress

US Citizenship or PR

Background check for security

Education

BS in Information Technology or related field

Tools

ServiceNow ITSM

JIRA

Job description

Tech Support Specialist

ID 2026-9802

Type Full Time W/Benefits Ret Match

Location : Location

US-MD-Silver Spring

Security Clearance Clearable

Overview/ Job Responsibilities

Entarian is seeking a Tech Support Specialist to support services for Vessel Monitoring System (VMS) vTrack software end users on behalf of NOAA's Office of the Chief Information Officer (OCIO). Duties include:

• Assist with providing 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
• Complete VMS tickets/work orders assigned
• 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
• Support other tasks as assigned

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
• Excellent organizational skills
• 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

Benefits All full-time employees are eligible to participate in our flexible benefits package, which includes:

• Medical, Rx, Dental, and Vision Insurance
• 401(k) retirement plan with company-matching
• 11 Paid Federal Government Holidays
• Paid Time Off (PTO)
• Basic Life & Supplemental Life
• Health Savings Account, Flexible Spending and Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Employee assistance program (EAP)
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Professional Membership Reimbursement
• Employee Referral Program
• Competitive compensation plan
• Discretionary variable incentive bonuses based on factors such as individual performance, business unit performance, and/or the company's performance

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 Affinity 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.