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