Senior IT Support Engineer - On-Site & VIP Desk (Tier 2/3)

Fives DyAG Corp.; Gulfport (MS); On-site; USD 48,000 - 72,000; Full time

Job summary

IBSS Corporation is seeking a Service Desk / Desktop Support Specialist (Tier 2/3) to support NOAA/OMAO operations in Gulfport, MS. You will handle escalated incidents, maintain endpoints and accounts, and assist ships and field sites through VIP-level support and secure remote access.

You will work on-site at an operations center, handle on-call rotations, travel to NOAA ships and field offices as needed, and contribute to a nationwide MACC service desk effort with strong documentation and RCA.

Qualifications

• Associate's degree or higher in Information Technology, Computer Science, or a related field.
• Four+ years of enterprise desktop/end-user support experience.
• Advanced knowledge of Windows endpoints and Microsoft productivity tools, Google Workspace, imaging, patching, and mobile device support.
• Hands-on experience with Active Directory account administration and enterprise remote support tools.
• Proven ability to perform root cause analysis and document solutions in an ITSM ticketing system.
• Must be able to obtain NOAA High Risk Public Trust background investigation, NOAA badge, and CAC.

Responsibilities

• Diagnose and resolve escalated Tier 2/3 incidents involving hardware, software, network connectivity, and system errors.
• Own escalated tickets from handoff through closure in the Incident Management System with thorough documentation.
• Perform root cause analysis for recurring incidents and draft RFCs for Change Control Board review.
• Provide on-site and remote support using Bomgar/BeyondTrust, GoverLAN, and Citrix VDI.
• Build and maintain production system images; deploy and repair desktops, laptops, and mobile devices to current security baselines.
• Administer end-user accounts and access in Active Directory and Google Workspace; conduct access reviews.
• Manage IMAC requests from intake to completion with supporting documentation.
• Provide white-glove VIP support and VTC support (Google Meet, Teams, Zoom, Webex); train end users.

Skills

Windows endpoints

Microsoft 365

Google Workspace

Imaging & patching

Mobile device support

Active Directory

Remote support tools

Root cause analysis

ITSM ticketing

NOAA background check

Education

Associate degree or higher in IT/CS

Tools

Bomgar/BeyondTrust

GoverLAN

Citrix VDI

Job description

IBSS Corporation is seeking a Service Desk / Desktop Support Specialist (Tier 2/3) to support NOAA/OMAO operations in Gulfport, MS. You will handle escalated incidents, maintain endpoints and accounts, and assist ships and field sites through VIP-level support and secure remote access.

You will work on-site at an operations center, handle on-call rotations, travel to NOAA ships and field offices as needed, and contribute to a nationwide MACC service desk effort with strong documentation and RCA.