Service Desk Technician

Abacus Technology is hiring a full-time Service Desk Technician to support NOAA OMAO end users on-site in Gulfport, MS. In this Tier 2 and Tier 3 role, you’ll help keep mission-critical services running through hands-on troubleshooting, incident escalation, and reliable ticket management across end-user support channels.

What you’ll be doing

• Deliver Tier 2 and Tier 3 technical support to OMAO end users in person and via telephone, email, and remote-support channels, including white-glove support for VIP personnel.
• Act as an escalation point for unresolved Tier 1 incidents and complex service requests, performing advanced troubleshooting, identifying root causes, implementing approved resolutions, and escalating to specialized engineering or vendor support when needed.
• Log, categorize, prioritize, track, escalate, resolve, report, and close service requests and incidents using OMAO’s Incident Management System.
• Maintain accurate ticket documentation, including reported symptoms, diagnostic data, affected configuration items and services, troubleshooting actions, configuration/design 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 other Tier 2/Tier 3 support groups, and retain ticket ownership through resolution or completion.
• Confirm 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 direction of the Government.
• Coordinate requests for items not currently approved by OMAO by documenting needs, performing technical analysis and market research when required, recommending a path forward to MACC leadership, processing fulfillment or denial, and advising the requester on status.

End-user support and systems administration

• Support MACC with end-user account administration policies and procedures, including processing account creation, modification, password reset, archival, and termination requests.
• Assign and administer user accounts and access privileges in line with security requirements, coordinate with MACC, OCIO, and other stakeholders, and conduct periodic account and permission reviews as directed.
• Support IMAC policy and procedure development by gathering requirements, analyzing impacts, obtaining authorization, coordinating delivery, tracking status, and confirming satisfactory completion with end users.
• Provide supporting documentation for biweekly IT Engineering Review Board and Change Control Board meetings.
• Distribute approved application suites and NOAA-specific 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 (Gmail, Drive, Meet, Calendar, Chat, Google Docs, Gemini).
• 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 and support Local Registration Authority activities, including alternative-token and server-certificate requests plus account and group creation, modification, and deletion.

Endpoint, messaging, and continuous improvement

• 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 using current operating-system patches, security updates, and vendor-specific drivers.
• Support FISMA continuous-monitoring 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.

Requirements

• 3+ years providing service desk, desktop, or end-user support in an enterprise environment.
• Experience serving as an escalation point and resolving complex issues across hardware, software, account, access, applications, and connectivity.
• 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, troubleshooting, and supporting desktops, laptops, mobile devices, printers, and peripherals.
• Ability 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 support for senior leaders and coordination with users, technical teams, management, and external stakeholders.
• Preferred: Experience supporting Google Workspace administration, SharePoint, Citrix VDI, Microsoft Endpoint Configuration Manager, BigFix/ECMO, Bomgar, or the Atlassian suite.
• Preferred: Federal government or NOAA/OMAO support experience and knowledge of IT service management, change management, configuration management, IMAC, and FISMA continuous-monitoring processes.
• Must be a US citizen.
• Selected applicants will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.
• Education preference: Bachelor’s degree in a related field (desired).

Tools and technologies you may use

• Windows, Microsoft Office applications, Active Directory
• Google Workspace: Gmail, Drive, Meet, Calendar, Chat, Google Docs, Gemini
• Email, remote-access tools, iPass
• SharePoint, SQL
• FISMA continuous-monitoring, ECMO
• Microsoft Endpoint Configuration Manager, BigFix, Bomgar, Atlassian suite
• Citrix VDI, IMAC (Install, Move, Add, and Change)
• NOAA Identity, Credential, and Access Management Directory
• Incident Management System, Trouble Ticket Log