Service Desk Technician

Overview

Abacus Technology is seeking a Service Desk Technician to provide technical support end users at the NOAA Office of Marine and Aviation Operations (OMAO).  This is a full-time position.

Responsibilities

• Provide Tier 2 and Tier 3 technical support to OMAO end users in person and through telephone, email, and remote-support channels, including white-glove support for VIP personnel.
• Serve as an escalation point for unresolved Tier 1 incidents and complex service requests; perform advanced troubleshooting, identify root causes, implement approved resolutions, and escalate issues to specialized engineering or vendor support when necessary.
• Log, categorize, prioritize, track, escalate, resolve, report, and close service requests and incidents using OMAO's Incident Management System.
• Document reported symptoms, diagnostic data, affected configuration items and services, troubleshooting actions, system design or configuration changes, and final resolutions in the Trouble Ticket Log.
• Review escalated tickets for complete diagnostic data and electronic handoff information, coordinate with Tier 1 personnel and specialized Tier 2 or Tier 3 support groups as required, and maintain ticket ownership and accountability through resolution or completion.
• Confirm that service requests are completed to the end user's satisfaction and close tickets promptly after successful resolution.
• Implement and use approved new or updated Service Desk software, services, hardware, and peripherals at the direction of the Government.
• Coordinate requests for hardware or software not currently approved by OMAO by documenting and analyzing the request, conducting technical analysis and market research when required, recommending a path forward to MACC leadership, processing the request through fulfillment or denial, and advising the requestor of its status.
• Support MACC in developing and implementing end-user account administration policies and procedures; process account creation, modification, password reset, archival, and termination requests.
• Assign and administer user accounts and access privileges in accordance with security requirements, coordinate with MACC, OCIO, and other stakeholders, and conduct periodic account and permission reviews as directed.
• Support the development and implementation of Install, Move, Add, and Change (IMAC) policies and procedures; gather business requirements, analyze impacts, obtain authorization, coordinate delivery, track status, and confirm satisfactory completion with the end user.
• Prepare supporting documentation for biweekly IT Engineering Review Board and Change Control Board meetings.
• Provide end users with application suites, NOAA-specific applications, and tools approved by the MACC Change Control Board, Contracting Officer's Representative, or Technical Monitor.
• Collaborate with the NOAA Unified Messaging Service to administer and support Google Workspace solutions, including Gmail, Drive, Meet, Calendar, Chat, Google Docs, and Gemini.
• Develop and coordinate OMAO email accounts, service accounts, and distribution groups; troubleshoot mail-server, routing, delivery, and configuration issues; and maintain email, group, calendar, and directory-service accounts.
• Maintain records in the NOAA Identity, Credential, and Access Management Directory and coordinate upgrades supporting NOAA directory and mail servers.
• Install and support iPass remote access for traveling personnel; support Local Registration Authority activities, alternative-token and server-certificate requests, and account and group creation, modification, and deletion.
• Support the OMAO SharePoint Server Tracker System by modifying, patching, backing up, and restoring its SQL database, workflows, and front end; test and deploy updates; and upgrade SharePoint when directed by the Government.
• Regularly rebuild production system images from the base operating system to include current operating-system patches, security updates, and vendor-specific drivers, ensuring systems remain current, secure, and compatible with supported hardware.
• Support FISMA continuous-monitoring activities using NOAA-standard tools, including ECMO.
• Deploy, image, patch, configure, troubleshoot, and repair OMAO-approved desktops, laptops, servers, printers, mobile devices, smartphones, and other automatic data processing equipment.

Qualifications

3+ years experience providing service desk, desktop, or end-user support in an enterprise environment.  Bachelor’s degree in a related field desired.  Experience serving as an escalation point and resolving complex hardware, software, account, access, application, and connectivity issues.  Experience using an incident-management or IT service-management system to manage tickets from intake through closure.  Working knowledge of Windows, Microsoft Office applications, Active Directory, Google Workspace, email, remote-access tools, and endpoint hardware.  Experience installing, configuring, imaging, patching, troubleshooting, and supporting desktops, laptops, mobile devices, printers, and peripherals.  Able to document technical issues, diagnostic steps, root causes, configuration changes, and resolutions clearly and accurately.  Strong customer-service, communication, organization, and problem-solving skills, including the ability to support senior leaders and coordinate effectively with users, technical teams, management, and external stakeholders.  Experience supporting Google Workspace administration, SharePoint, Citrix VDI, Microsoft Endpoint Configuration Manager, BigFix/ECMO, Bomgar, or the Atlassian suite is preferred.  Federal government or NOAA/OMAO support experience and knowledge of IT service management, change management, configuration management, IMAC, and FISMA continuous-monitoring processes are preferred.  Must be a US citizen.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled