Senior Service Desk & Desktop Support—NOAA Ops (Tier 2/3)

Fives DyAG Corp.; Newport (RI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401K matching

Paid time off

Tuition reimbursement

Flex Spending

Job summary

IBSS Corporation is seeking an experienced Tier 2/3 Service Desk / Desktop Support Specialist to support NOAA OM AO MACC. Office on-site at an OMAO operations center in Newport, RI, you will be the senior local resource for shoreside users, VIP leadership, and ships and uncrewed systems, handling escalated incidents and maintaining operational endpoints and access.

Your responsibilities include incident ownership, root cause analysis, RFC drafting, remote support via Bomgar/GoverLAN/Citrix,

Qualifications

• Associate's degree or higher in IT, CS, or related field.
• 4+ years of enterprise desktop/end-user support.
• Advanced knowledge of Windows endpoints, Microsoft tools, Google Workspace, imaging, patching, and mobile device support.
• Hands-on experience with Active Directory 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, and system errors.
• Own escalated tickets from handoff through closure with thorough documentation.
• Perform root cause analysis for recurring incidents and draft RFCs for Change Control Board.
• Provide on-site and remote support using Bomgar/BeyondTrust, GoverLAN, and Citrix VDI.
• Build and maintain production system images; deploy/patch/repair devices to security baselines.
• Administer end-user accounts in Active Directory and Google Workspace; manage access reviews.
• Manage IMAC requests from intake to completion with supporting documentation.
• Provide VIP white-glove support and remote meeting support (Google Meet, Teams, Zoom, Webex).
• Write knowledge base articles and contribute data to monthly Service Desk reports.

Skills

Windows endpoints

Google Workspace

Active Directory

Remote support tools

Root cause analysis

Education

Associate's degree or higher in IT/CS or related

Tools

Bomgar/BeyondTrust

GoverLAN

Citrix VDI

Active Directory management

Jira/Confluence/JSManagement

SharePoint administration

Job description

IBSS Corporation is seeking an experienced Tier 2/3 Service Desk / Desktop Support Specialist to support NOAA OM AO MACC. Office on-site at an OMAO operations center in Newport, RI, you will be the senior local resource for shoreside users, VIP leadership, and ships and uncrewed systems, handling escalated incidents and maintaining operational endpoints and access.

Your responsibilities include incident ownership, root cause analysis, RFC drafting, remote support via Bomgar/GoverLAN/Citrix,