IT Customer Service Specialist

MORI Associates is seeking a Customer Support Specialist to provide Customer Support of the EVA Management Office in support of the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency's enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA's Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing NASA TV segments, to information technology management, to using social media to share NASA's message, eMITS integrates services for NASA IT and provides NASA's communication to the outside world. Come join us in support of NASA's mission to inspire the world through information and discovery.

JOB DESCRIPTION / FUNCTIONAL RESPONSIBILITIES:

This position is in the EVA Management Office as an IT Customer Service Specialist. This person provides technical support to the directorate's personnel, conference rooms and other IT equipment. The Customer Service Specialists are the initial point of contact for internal customers seeking assistance and support with end user's workstations, printers, user account configuration, software issues, network drive mapping, use of A/V equipment, conference room technical support, IT purchase assistance, etc.

• Provide user support for EHP IT services during normal business hours via walkup, phone, and email. Notify users of information about EHP IT services (e.g., outages), and respond to requests for information. Outside of normal business hours, support will be provided on a best-effort basis.
• Provide Tier I first response IT support for incidents and requests, including: User Account configuration; access to applications or user permissions in applications (e.g. share folders); computer software, hardware, phone number request, computer request, application license, etc.; Network connectivity issues, such as mapping Network Drives and Printers; A/V equipment used in an official capacity; conference room computers and audio/video issues; hardware/software/system support configuration needs.
• For requests that cannot be handled at Tier I, provide routing and escalation to Tier II service support and second-level IT Support.
• Provide Division IT support to Maintenance & Operations (M&O) activities (Inventory and software patching).
• Provide Information Resource Management assistance and IT purchase assistance, review IT purchase requests.
• Support the Program in maintaining an accurate inventory of all Program owned and NASA End-User Services and Technologies (NEST) contract equipment. Manage software licenses to ensure usage remains within licensing limits. Manage software license agreements to ensure timely renewal each year.
• Submit Service Requests via Enterprise Service Desk (ESD) ServiceNow or NASA Access Management Systems (NAMS) for IT equipment and services including but not limited to NEST computer and mobility seats (new and refreshes), office telephones, network connectivity and new drops, distribution lists, moves, calendar and conference room accounts, service un-subscriptions, equipment collection and return, stolen/lost equipment reporting, cost center changes, and other EUSO services as needed. This includes assistance to meet the on-boarding and off-boarding needs of permanent employees, rotational employees, and interns.
• Establish a regular method of communication with EHP PP&C management or delegated representative to provide status on current IT activities; review new or ongoing procurements; and any relevant IT news from agency, center, and/or directorate levels that may impact the Program.
• Provide affected users with appropriate communication (email, in-person, etc.) regarding information on planned/unplanned disruptions to IT services, problems with division IT infrastructure, IT security incidents, or new/updated IT guidelines and policies.
• Assist with developing and maintaining division specific IT documentation and Knowledge Base articles necessary for end-user support. This may include policies, work instructions, or user guides.
• Assist with maintaining all EHP managed conference room hardware and software configurations and ensure that all third-party software updates are current. Assist users with conference room equipment use as requested.

Remote, hybrid, and onsite positions the employee bears travel costs to nearest NASA Center for badging and issue of NASA IT equipment.

1. EDUCATION AND PREVIOUS WORK REQUIREMENTS:

BA/BS degree with 5 years of relevant experience

1. EXPERIENCE/COMPETENCIES/SKILLS:

Minimum Requirements:

• Must have excellent written and verbal communication skills.
• Excellent customer service skills.
• Must be proficient in Windows and all Microsoft Products.
• Ability to work in a fast-paced work environment.
• Effective oral and written communication skills.
• Effective deductive reasoning and troubleshooting skills.
• Excellent interpersonal skills and a customer service focused attitude.
• Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Lync, Teams, OneNote, One Drive), SharePoint, and Box.

Preferred Qualifications:

• Experience with SharePoint a plus.
• Experience with Service Now ITSM system a plus.
• An aptitude for understanding and learning new information technologies. Self-motivated, innovative thinker, that works well at prioritizing tasks.
• Working in a team environment with a diverse group.
• Working knowledge of Mac a plus.

MORI Associates is an EEO/AA/Disability/Vets Employer and complies with E-Verify.

MORI Associates shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sexual orientation, gender identity, national origin, disability or veteran status.

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