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Service Desk Technician

Abacus Technology Lakeland, FL

Lakeland, FL

Today

Full time Active Directory End User Support Help Desk Support

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Job Description

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

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