ERT is seeking a junior Windows System Administrator with Tier-1 Customer Support experience to support contracts at NOAA's College Park Facility.

System Administration Duties

• Troubleshoot & resolve Windows 10/11 issues in person, by phone, e-mail, or remote support.
• Manage DELL equipment: install, repair/upgrade hardware components (RAM, battery, HDD, etc.)
• Create, edit or remove user accounts in Active Directory.
• Perform physical system builds imaging including system recovery, disk encryption and profiling.
• Install new applications, perform system upgrades, migrate user profiles.

Tier 1 Customer Support Duties

• Manage & work ticket queues in ServiceNOW.
• Actively monitor for unassigned tickets and take ownership.
• Process requests for ticket transfer, escalation, or re-assignment.
• Categorize and assign tickets to the appropriate team.
• Monitor queue for ticket compliance to SLA.
• Follow up on customer tickets daily (including tickets belonging to other team members).
• Compile weekly and ad-hoc metrics and reporting.

Requirements
A minimum of 4 years' in hands-on customer support including experience with the following:

• At least 3 years' experience in installing/configuring Windows, Installing/Uninstalling software, configuring connectivity, managing local disk storage, and troubleshooting
• At least 2 years experience with WSUS update services, SCCM package deployment, and AD Mgmt & Tools
• Experience with Ticket Management system
• Proficient in Microsoft Office Suite
• Experience with enterprise and ITSM software such as ServiceNow, Bomgar, Zendesk, EAM, Citrix, and Kronos
• Ability to work independently and within a team
• Ability to manage multiple competing priorities effectively.
• Demonstrated critical-thinking and problem-solving skills ability.
• Must work well with general guidance, generate competent technical input for operations type documentation, be detailed and security oriented.
• Must have excellent oral and written communications skills, as well as excellent interpersonal skills to deal with multiple contractors and government organizations.
• Must be able to commute to College Park, MD daily (some telework may occasionally be available)
• 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.

Desired

• Current or previous government contract experience
• Dell Infrastructure experience
• Microsoft/CompTIA certifications
• ITIL certification
• Powershell/Batch Scripting Experience
• Experience with Backup software such as Commvault or NetBackup
• Virtual Private Networks (VPN) experience

Education
BS degree in Computer Science or related area, or equivalent.

Background
The mission of the National Weather Service (NWS), an agency within the Department of Commerce's National Oceanic and Atmospheric Administration (NOAA), is to provide weather, water and climate forecasts and warnings for the United States, its territories, and its adjacent waters and oceans to protect life and property and to enhance the national economy. The Weather and Climate Infrastructure Services (WCCIS) contract supports the NWS's Central Processing and Information Dissemination portfolios. The contract is managed by the National Centers for Environmental Prediction (NCEP) Central Operations (NCO).

WCCIS supports NCO's mission which is to deliver national and global weather, water, climate and space weather guidance, forecasts, warnings and analyses to a broad range of users and partners. These products and services respond to user needs to protect life and property, enhance the nation's economy, and support the nation's growing need for environmental information.

ERT is a VEVRAA Federal Contractor and Equal Opportunity/Affirmative Action employer - All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.