Service Desk Technician

Overview

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

Responsibilities

• Provide Tier 1 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 the first point of contact for technical questions, incidents, and service requests; perform initial diagnosis and basic troubleshooting, provide first-call resolution whenever possible, and escalate unresolved or complex issues to Tier 2 or Tier 3 support.
• Log, categorize, prioritize, track, escalate, resolve, report, and close service requests and incidents using OMAO's Incident Management System.
• Document reported symptoms, initial diagnostic data, affected configuration items and services, troubleshooting steps, user communications, and resolutions in the Trouble Ticket Log.
• Escalate tickets to Tier 2 or Tier 3 support groups with complete diagnostic information and an accurate electronic handoff, then continue to monitor ticket status and maintain accountability through resolution or completion.
• Confirm that service requests are completed to the end user's satisfaction and close tickets promptly after successful resolution.
• Use approved new or updated Service Desk software, services, hardware, and peripherals at the direction of the Government and assist end users with adoption as needed.
• Process routine account creation, modification, password reset, archival, and termination requests in accordance with established end-user account administration policies and procedures.
• Assign approved user accounts and access privileges in accordance with security requirements, coordinate with MACC, OCIO, and other stakeholders when needed, and assist with periodic account and permission reviews as directed.
• Receive and log Install, Move, Add, and Change (IMAC) requests; gather basic business requirements, obtain required approvals, coordinate fulfillment with end users and support teams, track status, and confirm satisfactory completion.
• 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.
• Provide front-line support for Google Workspace solutions, including Gmail, Drive, Meet, Calendar, Chat, Google Docs, and Gemini, and coordinate with the NOAA Unified Messaging Service when escalation is required.
• Process OMAO email account, service account, and distribution group requests; troubleshoot common email, calendar, account, routing, and delivery issues; and escalate server-level or configuration issues to the appropriate support team.
• Maintain accurate records in the NOAA Identity, Credential, and Access Management Directory and route directory or mail-server issues and upgrade-related requests to the appropriate higher-tier support team.
• Install and provide front-line support for iPass remote access used by traveling personnel; assist with Local Registration Authority activities, alternative-token and server-certificate requests, and routine account and group maintenance.
• Provide end-user support for the OMAO SharePoint Server Tracker System, document and escalate workflow, database, or front-end issues, and assist with testing approved updates as directed by the Government.
• Deploy approved production system images, operating-system patches, security updates, and vendor-specific drivers to help ensure supported systems remain current, secure, and compatible with approved hardware.
• Support FISMA continuous-monitoring activities using NOAA-standard tools, including ECMO, in accordance with established procedures.
• Deploy, image, patch, configure, and perform basic troubleshooting and repair for OMAO-approved desktops, laptops, printers, mobile devices, smartphones, and other automatic data processing equipment; escalate complex hardware or software issues as required.

Qualifications

2+ years experience providing service desk, help desk, desktop, or end-user support in an enterprise environment.  Bachelor's degree in a related field desired.  Experience serving as a first point of contact, performing initial diagnosis and basic troubleshooting, resolving common hardware, software, account, access, application, and connectivity issues, and escalating complex issues appropriately.  Experience using an incident-management or IT service-management system to manage tickets from intake through closure.  Working knowledge of Windows, Microsoft Office, Active Directory, Google Workspace, email, remote-access tools, and endpoint hardware.  Experience installing, configuring, imaging, patching, and supporting desktops, laptops, mobile devices, printers, and peripherals.  Able to document technical issues, troubleshooting steps, escalation details, and resolutions clearly and accurately.  Strong customer service, communication, organization, and problem-solving skills, including the ability to support senior leaders and interact professionally at all organizational levels.  Experience with NOAA/OMAO, federal IT support, Google Workspace, SharePoint, Citrix VDI, BigFix/ECMO, Bomgar, or the Atlassian suite is 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