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Earth Resources, Inc. · 1 day ago

Operations Help Desk Specialist

Suitland, MD

Full-time

Onsite

Mid Level

$24/hr - $32/hr

4+ years exp

Earth Resources Technology, Inc is actively seeking candidates to support Search and Rescue monitoring activities for the United States Mission Control Center. The Operations Help Desk Specialist will handle both Help Desk responsibilities and Duty Controller tasks, ensuring the performance of lifesaving SARSAT satellite instruments and assisting with the registration of emergency beacons.

ConsultingEnvironmental ConsultingManagement Consulting

No H1B

U.S. Citizen Only

Responsibilities

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

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

Qualification

Customer service experienceIT help desk experienceCommunication skillsTyping speed 35-45 wpmSoftware proficiency WordSoftware proficiency ExcelSoftware proficiency PowerPointMathematics understandingDependabilityDetail orientedTeamwork

Required

A minimum of 4 years' relevant experience such as customer service, IT help desk, etc

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

HS Diploma