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

IBSS; Newport (RI); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401K plan

Tuition reimbursement

Flex-Spending (FSA)

Job summary

IBSS Corporation is seeking an experienced Tier 2/3 Service Desk / Desktop Support Specialist to support NOAA MACC operations. This on-site role at the Newport, RI operations center will serve as the senior local technical resource for shoreside end users, VIP leadership, and ships/uncrewed systems.

You will resolve escalated incidents, perform root-cause analysis, and maintain secure access across Windows endpoints, Google Workspace, and enterprise tools.

Qualifications

• Associate's degree or higher in Information Technology, Computer Science, or a related field.
• Four (4+) years of enterprise desktop/end-user support experience.
• Advanced knowledge of Windows endpoints, 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 and maintain a NOAA High Risk Public Trust background investigation, NOAA badge, and CAC.

Responsibilities

• Diagnose and resolve escalated Tier 2/3 incidents involving complex hardware, software, network connectivity, and system errors, meeting defined resolution times by severity level.
• Own escalated tickets from handoff through closure in OMAO's Incident Management System, with thorough documentation of diagnostics, configuration changes, and resolutions.
• Perform root cause analysis for recurring and high-severity incidents; develop workarounds and draft RFCs for Change Control Board review.
• Provide on-site and remote support using Bomgar/BeyondTrust, GoverLAN, and Citrix VDI, including secure remote access to shipboard, aircraft, uncrewed, and shoreside systems.
• Build and maintain production system images; deploy, image, patch, and repair desktops, laptops, smartphones, and mobile devices to current security baselines.
• Administer end-user accounts and access privileges in Active Directory and Google Workspace, including account creation, changes, terminations, and periodic access reviews.
• Manage IMAC requests from intake through completion, including supporting documentation for Engineering Review Board and Change Control Board.
• Provide white-glove support to VIP personnel, plus VTC support and end-user training on approved hardware and software.
• Write knowledge base articles, support IT asset inventories, and contribute data to monthly Service Desk performance reports.

Skills

Windows troubleshooting

Active Directory administration

End-user support

Root cause analysis

Communication skills

Education

Associate's degree or higher in IT/CS

Tools

Bomgar BeyondTrust

GoverLAN

Citrix VDI

Google Workspace admin tools

Job description

IBSS Corporation is seeking an experienced Tier 2/3 Service Desk / Desktop Support Specialist to support NOAA MACC operations. This on-site role at the Newport, RI operations center will serve as the senior local technical resource for shoreside end users, VIP leadership, and ships/uncrewed systems.

You will resolve escalated incidents, perform root-cause analysis, and maintain secure access across Windows endpoints, Google Workspace, and enterprise tools.