Customer Support Technician

Job Description

Job Description

MORI Associates is seeking a Customer Support Technician to provide Customer Support on the Engineering Service Center 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 Engineering Customer Service Center. This person provides technical support and documents issues to elevate to other support areas.

Members of the service center 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.

• Monitoring the service center phone lines and email inbox and responding to customer requests as well as working with walk in customers.
• Enter customer support tickets and document the necessary information for the customer support ticket.
• Providing tier 1 and tier 2 support for customer service issues within the scope of the customer service center.
• Assigning support tickets to the appropriate group for customer service issues outside the scope of the customer service center.
• Documenting ticket resolution and updating knowledge database.
• Manage an inventory of loaner equipment for the engineering directorate.
• Customer Service Center Technicians are expected to work with the rest of the service center team to provide an excellent level of customer service and meet the service level agreements and customer service metrics outlined in the COMIT contract.
• The Customer Service Center coordinates with various other groups, both contractor and civil servant to ensure that the customer’s requirements are met.
• Customer Service Center Technicians are expected to follow existing processes and procedures, and identify potential process improvements to increase efficiency and / or reduce costs.
• Customer Service Center Technicians are expected to manage their workload and coordinate with other team members to ensure an excellent level of customer service.

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

EDUCATION AND PREVIOUS WORK REQUIREMENTS :

BA / BS degree with 5 years of relevant experience

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

MORI 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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