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

IBSS; Gulfport (MS); On-site; USD 60,000 - 82,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

401K match

Tuition reimbursement

FSA/Dependent Care

Job summary

IBSS Corp. is seeking an experienced Tier 2/3 Service Desk / Desktop Support Specialist to support NOAA/OMAO MACC.

On-site at a Navy-like operations center, you will be the senior local technical resource for shoreside end users, VIP leadership, and ships and unmanned systems supporting NOAA's marine operations. You will handle escalated incidents, perform root cause analysis, and ensure endpoints, accounts, and remote access stay in compliance with security baselines.

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 the EEngineering Review Board and Change Control Board.
• Provide white-glove support to VIP personnel, plus VTC support (Google Meet, Teams, Zoom, Webex) 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 proficiency

Google Workspace

Active Directory

Remote support tools

Root cause analysis

NOAA clearance

Education

Associate's degree or higher in IT/CS

Tools

Bomgar BeyondTrust

GoverLAN

Citrix VDI

Job description

IBSS Corp. is seeking an experienced Tier 2/3 Service Desk / Desktop Support Specialist to support NOAA/OMAO MACC.

On-site at a Navy-like operations center, you will be the senior local technical resource for shoreside end users, VIP leadership, and ships and unmanned systems supporting NOAA's marine operations. You will handle escalated incidents, perform root cause analysis, and ensure endpoints, accounts, and remote access stay in compliance with security baselines.