Acuity Edge, Inc.
NASA Help Desk Specialist
Gain full-time, help-desk experience with full benefits from the comfort of your home while adding NASA to your resume About the Company
Acuity Edge provides business strategy and innovation management services to government (e.g., NASA), university, corporate, and investor clients. Featured client groups include technology transfer offices, new product development teams, and venture-capital / private-equity investors.
About the Job
NASA’s Technology Transfer Program ensures that innovations developed in the pursuit of space exploration are made available to solve problems and increase the quality of life on Earth. The NASA Technology Transfer System (NTTS) is a custom software platform that stores data on the Agency’s 60,000+ inventions and provides the IT and workflow framework for reporting, protecting, and commercializing these inventions from all ten NASA centers and HQ. Thousands of NASA staffers must remotely use NTTS daily. The NTTS Operations Center (Ops Center) is the central point of contact for NTTS users to seek help regarding system use. The Ops Center manages what is classically known as both help desk (routing questions and troubleshooting fundamental problems) and tech support (solving more complex support issues). Any issues that cannot be resolved by Ops Center staff are submitted as tickets for consideration by programmer support staff. The Help Desk Specialist (HDS) will work under the direction of the Senior Help Desk Specialist (Senior HDS) to track and resolve all questions received by the Ops Center. The HDS will apprentice under the SHDS to become acquainted with NTTS and Ops Center Support requirements. Within a few months, however, the HDS is expected to be able to address a significant quantity of the questions received by the Ops Center.
Responsibilities
· Track all incoming questions about how to use NTTS.
· Interface with NASA staff via email and Microsoft Teams to properly identify and understand questions.
· Quickly address all possible questions based on your understanding and the response library you help maintain.
· Escalate complex questions to the Senior HDS. Learn from the Q&A (e.g., adding to the response library) so that you can increasingly answer such questions on your own.
· For questions that the Ops Center cannot answer, write escalation tickets (via JIRA) for consideration by the programmer staff.
· Collaborate with NASA programmer staff and others related to NTTS features, upgrades, and maintenance.
· Upon request, run reports on NTTS invention data and conduct any other troubleshooting and data entry.
· Maintain a government laptop computer (to be provided) and all associated online security training.
Job Qualifications
· Must be a US citizen and meet any other federal program requirements
· Fully vaccinated against COVID-19 per CDC guidelines
· Reasonable proficiency with computers and MS Office suite (Word, Excel, Outlook)
· High degree of perceptivity (can see what needs to be done) and initiative (will then do it)
· Can take instruction and criticism from senior staff but otherwise is a low-maintenance self-starter
· Very organized and detail-oriented with good curiosity and problem-solving skills
· Good written and verbal communication skills
· Maintains a great attitude and professional rapport with customers and colleagues.
Job Type: Full-Time, Salaried, Exempt (expected to work a full 40 hours per week)
Benefits:
Acuity Edge provides standard health insurance (medical, dental, vision), paid time off, and 401(k).
Schedule & Location:
Work is conducted remotely from the employee’s residence during an 8-hour shift (typically 9 am to 6 pm each weekday). Employees must maintain a quiet, professional home office space with high-speed Internet and cell phone access. No travel is expected unless a trip to an initial NASA center is required to receive a badge to enable computer access.
Education & Experience:
The minimum requirement is a high school diploma. The job is also a good fit for college graduates, those seeking to switch careers, or others who value remote work flexibility (job will always be remote, pandemic or not). Prior help desk and tech support experience is a bonus but not required. The Senior HDS and self-help manuals/tutorials will provide all the necessary training. Hard work, a willingness to learn, and attention to detail are more important than prior experience.
Apply Online by April 15: https://ae-job-nasa-help-desk-specialist.questionpro.com/application
Job Type: Full-time
Pay: $38,000.00 – $41,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote
