Service Desk Technician

Abacus Technology is hiring a full-time Service Desk Technician to deliver front-line Tier 1 support to OMAO end users at the NOAA Office of Marine and Aviation Operations (OMAO) in Lakeland, FL (onsite).

Responsibilities

• Provide Tier 1 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 the first point of contact for technical questions, incidents, and service requests; perform initial diagnosis and basic troubleshooting and attempt first-call resolution.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support while providing complete diagnostic details for handoff.
• Log and manage incidents/service requests using the OMAO Incident Management System, including categorizing, prioritizing, tracking, escalating, resolving, reporting, and closing tickets.
• Maintain accurate trouble documentation in the Trouble Ticket Log, including symptoms, initial diagnostic data, impacted configuration items and services, troubleshooting steps, user communications, and resolution outcomes.
• Monitor escalated ticket status and maintain accountability through resolution or completion.
• Confirm service requests are completed to the end user’s satisfaction and close tickets promptly after successful resolution.
• Use approved Service Desk software, services, hardware, and peripherals as directed by the Government and help end users adopt tools as needed.
• Process end-user account administration requests, including creation, modification, password reset, archival, and termination, in line with established policies and procedures.
• Assign approved user accounts and access privileges based on security requirements; coordinate with MACC, OCIO, and other stakeholders when needed, including support for periodic account and permission reviews.
• Receive and log Install, Move, Add, and Change (IMAC) requests; gather basic requirements, obtain approvals, coordinate fulfillment with end users and support teams, track status, and confirm completion.
• Provide end users with approved application suites, NOAA-specific applications, and tools approved by the MACC Change Control Board, Contracting Officer’s Representative, or Technical Monitor.
• Support Google Workspace services, including Gmail, Drive, Meet, Calendar, Chat, Google Docs, and Gemini; coordinate with NOAA Unified Messaging Service for required escalations.
• Process OMAO requests for email accounts, service accounts, and distribution groups; troubleshoot common issues (email, calendar, account, routing, delivery) and escalate server-level or configuration issues.
• Maintain records in the NOAA Identity, Credential, and Access Management Directory and route directory or mail-server issues and upgrade-related requests to appropriate higher-tier teams.
• Provide front-line support for iPass remote access for traveling personnel; assist with Local Registration Authority tasks, alternative-token and server-certificate requests, and routine account/group maintenance.
• Support OMAO SharePoint Server Tracker System usage by documenting and escalating workflow, database, and front-end issues; 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 keep supported systems 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.

Requirements

• 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 issues across hardware, software, account, access, applications, and connectivity, and escalating complex items 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, and Google Workspace, including email and remote-access tools, plus endpoint hardware familiarity.
• Experience installing, configuring, imaging, patching, and supporting desktops, laptops, mobile devices, printers, and peripherals.
• Ability 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 across organizational levels.
• Preferred experience: NOAA/OMAO, federal IT support, Google Workspace, SharePoint, Citrix VDI, BigFix/ECMO, Bomgar, or the Atlassian suite.
• Must be a US citizen.

Technologies

• Windows; Microsoft Office; Active Directory
• Google Workspace: Gmail, Drive, Meet, Calendar, Chat, Google Docs, Gemini
• Email; remote-access tools; iPass
• SharePoint Server Tracker System; SharePoint
• FISMA; ECMO; Citrix VDI; BigFix; Bomgar
• Atlassian suite; Incident Management System; Trouble Ticket Log
• NOAA Identity, Credential, and Access Management Directory
• IMAC; Local Registration Authority