Operations Support Help Desk

Operations Support Help Desk supports the Office of Space Commerce’s TraCSS Operations Center in Boulder, CO through operational issue response, technical troubleshooting support, and communication workflows.

Responsibilities

• Respond to operational issues tied to space traffic coordination and to technical issues affecting the OSC Operations Center or TraCSS to maintain safety and stability of the space operating environment.
• Provide TraCSS user support by troubleshooting technical problems encountered during operations.
• Monitor TraCSS operational communication channels, including phone, email, and messaging, to track and address incoming support requests.
• Create and review tickets documenting user requests and issues.
• Coordinate escalation of tickets/problems to appropriate groups for response or resolution, including:
  • Operations Support Orbit Analyst and Data Monitors
  • Engineering
  • Outreach support
  • IT support
  • System Integrator contractors
  • Presentation Layer contractors
  • Various other partners
• Draft and deliver TraCSS status notifications to users.

Requirements

• Bachelor’s degree and 0–2 years of experience in a related or applicable field, or an equivalent combination of education and experience.
• Ability to work independently, perform problem solving, and manage multiple priorities in a fast-paced environment.
• Experience using Jira, Jira Service Management, Confluence, Bitbucket, and other Atlassian platform tools.

Technologies

• Jira
• Jira Service Management
• Confluence
• Bitbucket

Benefits

• Health care
• Dental
• Vision
• Life insurance
• 401(k)
• Education assistance
• Paid time off including PTO
• Paid holidays
• Any other paid leave required by law

Highly Desired Qualifications

• Experience working in support of a U.S. government institution.
• Experience performing shift work.
• Current DoD, DOC, NOAA, or NASA authorization to work (badge).
• Knowledge of space domain awareness / space situational awareness (SSA), space traffic coordination (STC), or space traffic management (STM).
• Examples of desired knowledge and skill sets may include, but are not limited to:
  • Orbital mechanics and astrodynamics
  • Common analytical methodologies used in SSA/STC/STM
  • Satellite operations
  • Conjunction analysis
  • Data management

Work Environment and Physical Demands

• Work onsite in a typical government office building full time, with situational telework approved as needed.
• Support 24/7 operations, 365 days/year, which requires shift work.
• Occasional deadlines or operational conditions may require non-standard or longer hours or additional onsite support.
• Infrequent travel required.
• Place of performance: NOAA Facility at the DOC David Skaggs Research Center (DSRC) in Boulder, CO.

Location: Boulder, CO (onsite) | Salary: USD 57,000 - 77,000 per year