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Customer Support Analyst

Location
Houston, Texas
Job Type
Permanent
Posted
14 Jul 2022
Our long-term client relationship with NASA has led to a need for a Customer Support Analyst on the Human Space Flight Technical Integration (HSFTIC) contract at Johnson Space Center (Houston, TX).

HSFTIC supports multiple human spaceflight programs by providing products and services for mission and program technical integration activities. This includes the necessary infrastructure functions for the International Space Station (ISS), Orion and Gateway programs, with the potential for supporting additional human spaceflight programs or projects via task orders.

Barrios Technology Ltd. is a woman-owned and operated small business headquartered in Houston, Texas. For over 40 years we have provided a full spectrum of engineering, operations, and related technology services in support of the aerospace community both government and commercial. At Barrios we focus on you, the employee. We support your professional development and work to ensure that you can maintain a healthy work/life balance. Our employees are at the forefront of our decision making.

Our primary government work is with NASA and is conducted at the Johnson Space Center (JSC) in Houston, TX and the Marshall Space Flight Center (MSFC) in Huntsville, AL. Barrios employees make significant contributions to our nations space program by providing expertise that advances our presence in low Earth orbit and lays the groundwork for future missions to the Moon through our work on the International Space Station, Orion, Gateway, and Space Launch System. Barrios employees are also actively participating in the growth of the commercial spaceflight industry through partnerships with Sierra Space, Dynetics, Northrup-Grumman, and Intuitive Machines.
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  • COLSA Corporation on the Huntsville Operations Support Center (HOSC) contract at MSFC
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  • Sierra Nevada Corporation (SNC) Commercial Resupply Services 2 (CRS2) contract in Colorado and Houston
  • Leidos Innovations on the Cargo Mission Contract (CMC)3 at JSC
  • Northrop Grumman Innovation Systems (formerly Orbital ATK) on the CRS2 contract in Houston, TX and Virginia
  • British Petroleum (BP) in Houston, TX
  • Stinger Ghaffarian Technologies, Inc. (SGT) / KBRwyle on the Mission Systems Operations (MSOC) contract at JSC
  • Stinger Ghaffarian Technologies, Inc. (SGT) / KBRwyle on the Integrated Mission Operations Contract II (IMOC II) contract at JSC
  • KBRwyle on the Fully Integrated Lifecycle Mission Support Services (FILMSS) contract at Ames Research Center
The Customer Support Analyst will:
  • Provide timely and quality desktop hardware, software and mobile device troubleshooting.
  • Employ a high degree of customer service, technical expertise and responsiveness.
  • Complete software installs, upgrades, and adhoc project activity.
  • Setup and support desktop/laptop/tablets/printers.
  • Acknowledge, enter, monitor, track, status and resolve inbound customer questions and issues.
  • Input and track service requests across multiple organizations.
  • Handle immediate need activities such as video conferencing setups, loan pool, software licenses and desktop support.
  • Provide Remote support to off site users.
  • Ensure all issues are logged and documented in the Helpdesk system.
  • Quickly and professionally assess issues, and take steps to resolve.
  • Escalate and refer unresolved issues to other team members when appropriate.
  • Investigate faults relating to desktop applications and their configuration, identify and implement appropriate solutions.
  • Communicate and coordinate with peers, and management as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.
  • Actively participate in team projects.
  • Perform all other assigned duties.
This position is posted at multiple levels. Depending on the candidates experience, position requirements and business needs, we reserve the right to consider candidates at any level for which this position has been advertised.

Required Education/Experience/Skills:
  • BS/BA degree in an information technology related field from an accredited college or university or any equivalent combination of education and experience in an Information Technology related field.
OR
  • BS/BA degree in an information technology related field from an accredited college or university, plus five (5) years of experience, or any equivalent combination of education and experience in an Information Technology related field.
  • Ability to maintain a positive, empathetic, and professional attitude toward customers at all times.
  • Ability respond promptly to customer inquiries.
  • Excellent communication (both verbal and written) and interpersonal skills. Must be proficient in detailed issue descriptions and be able to communicate clearly and concisely to Management.
  • Proficient in Windows Operating System troubleshooting.
  • Proficient in Microsoft Office Suite (Word, Excel, Power Point, & Outlook) and SharePoint.
  • Strong organization skills, attention to detail and excellent follow-through skills.
  • Demonstrated experience prioritizing multiple tasks with tight deadlines while coordinating with an internal and external network of affiliated/impacted contractors and civil servants.
  • Strong problem-solving skills including the ability to quickly resolve technical mishaps or unforeseen events in the meeting to minimize meeting down time and stress.
  • Must be customer focused and can articulate and patiently instruct others (peers, managers, teammates, and customers).
  • Demonstrated ability to coherently compose and respond to email communication; creation and editing of instruction documents when needed.
  • Experience working individually and actively participating on integrated teams.
Preferences:
  • Development experience with SharePoint, Confluence Wiki, and/or WordPress a plus.
  • Experience with JIRA or other workflow ticketing application.
  • Comp TIA A+ or MCA Microsoft 365 Desktop Administration Certification a plus.
Essential Requirements:
  • Must be a U.S. Citizen and successfully complete a U.S. government background investigation.
  • Proof of COVID 19 vaccination status (vaccination card) will be required for employment otherwise a request for medical or religious accommodation is necessary.
  • Applicant selected may be subject to government security investigation and must meet eligibility requirements for access to classified information.
  • Work may involve sitting for extended periods.
  • May require lifting and carrying up to 25 lb.
  • Must have sufficient mobility to enter areas of test facilities where necessary.
  • Generally an office environment, but can involve inside or outside work depending on task.
  • Standard office equipment (PC, telephone, fax, etc.)
  • Regular attendance in accordance with established work schedule is critical.
  • Ability to work outside normal schedule and adjust schedule to meet peak periods and surge requirements when required.
  • Must be able to work in a team atmosphere.
  • Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation.
  • Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others.
  • This position may require some commuting and traveling to other installations as needed.
Dont miss out on this great opportunity; for immediate consideration, apply now!
  • Must be a U.S. Citizen and successfully complete a U.S. government background investigation.
  • Management has the prerogative to select at any level for which this position has been advertised.
  • Proof of COVID 19 vaccination status (vaccination card) will be required for employment otherwise a request for medical or religious accommodation is necessary.
Barrios Technology is an Equal Employment Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

Job ID: 2

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Details

  • Job Reference: 658145564-2
  • Date Posted: 14 July 2022
  • Recruiter: Barrios Technology
  • Location: Houston, Texas
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent