VMS Support & Technical Services 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

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.