*IT Customer Support Specialist*Venesco has an opening for a mission critical NASA HITSS *Customer Support Specialist *at NASA HQ in Washington, DC. This is a complex IT and professional services IDIQ task order contract at NASA Headquarters supporting the OCIO and its Information Technology and Communications Division.Highly skilled IT and service professionals support NASA in strategic planning to include identification of changes in the technical and business landscape, anticipation of potential risks, and smooth and timely mitigation of issues. Through support and collaboration, our team is respected as a "A< oetrusted business partner'.HQ/GSFC Customer Engagement office is seeking support service contractor support to perform duties related to Customer Relationship Management (CRM) and general HQ IT Customer Support. The primary duties will be to support:* Customer inquiries related to OCIO services across all Service Lines, assistance with ESD (eg, ordering end user devices, submitting unsubscribes, understanding ESD approvals/org codes)* Onboarding activities including updating the bi-weekly Onboarding spreadsheet with relevant details, communicating with IT POCs and/or onboarding contacts to ensure understanding of required end-user equipment ordering and NAMS requests. This may include A-suite onboarding support.* IT Monthly POC Meeting support including development and presentation of meeting slides, capturing actions and tracking follow up items.* Customer follow up as needed to support NEST refreshes and other activities, especially when customers are not responding to NEST outreach.* Special research/analysis projects (eg, customer guidance on international travel and loaner policies/procedures). Work with HITSS Communication lead and CE team to develop guidance documents.* ESD ticket metrics and analysis, including customer deployment survey results trends and recommendations.*Qualifications: ** BS/BA or equivalent years of experience* ITIL v4 Certified or able to obtain within 90 days of hiring7-10 years equivalent work in this area* Create and maintain customer engagement tickets, using ServiceNow, for all work performed* Be proficient in Office 365 functions and features* Professionally communicate with Agency senior executives and their support staff* Provide scheduling coordination and support*Preferred Qualifications: ** Familiar with NASA OCIO processes, procedures, and tools.* Familiar with IT Service Management and customer support best practices.* Excellent Customer Service Skills* Excellent Excel and PowerPoint Knowledge* Outstanding Organization Skills* Strong Analytical Skills* Excellent verbal and written communication skills* Able to work well independently, proactive and as a team playerVenesco LLC, is an equal opportunity and affirmative action employer. Venesco is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities.Job Type: Full-timePay: $63,000.00 - $69,000.00 per yearBenefits:* 401(k)* 401(k) matching* Dental insurance* Health insurance* Life insurance* Paid time off* Tuition reimbursement* Vision insuranceSchedule:* 8 hour shift* Monday to FridayEducation:* Bachelor's (Preferred)Experience:* Help desk: 7 years (Preferred)* Office 365: 5 years (Preferred)* Customer Service: 7 years (Preferred)* Windows: 5 years (Preferred)* Mac: 1 year (Preferred)License/Certification:* ITIL Certification (Preferred)Work Location: One location