Service Desk / Desktop Support Specialist (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

Job Title: Service Desk / Desktop Support Specialist (Tier 2/3)

Location: Gulfport, MS

Clearance Required: Ability to obtain and maintain a NOAA High Risk Public Trust background investigation

Application Deadline: October 31, 2026

IBSS Corporation is looking for an experienced Tier 2/3 Service Desk / Desktop Support Specialist to support the National Oceanic and Atmospheric Administration (NOAA) Office of Marine and Aviation Operations (OMAO), Marine and Aviation Cyber Center (MACC). Working on-site at an OMAO operations center, you will be the senior local technical resource for shoreside end users, VIP leadership, and the ships and uncrewed systems that support NOAA's marine operations. You will handle escalated incidents, find root causes, and keep endpoints, accounts, and remote access to operational platforms working so NOAA can carry out its mission. You will also be part of a nationwide MACC service desk team, handle tickets remotely for other OMAO sites, and travel as needed to NOAA ships, port offices, and field locations.

Key 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 Requests for Change (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 Install, Move, Add, Change (IMAC) requests from intake through completion, including supporting documentation for the Engineering 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.

Required Skills /Education/ Certifications & 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 Common Access Card (CAC).

Desired Skills:

• ITIL Foundation certification and experience working within ITIL incident, problem, and change management processes.
• A position-appropriate industry certification (e.g., CompTIA A+, CompTIA Network+, or Microsoft certification), or demonstrated equivalent experience.
• Experience with MECM, BigFix, ManageEngine, Trellix/McAfee, ArcSight, or FortiManager.
• Experience with the Atlassian suite (Jira, Confluence, Jira Service Management) and SharePoint administration.
• Prior experience supporting federal agencies, particularly maritime, aviation, or field-based operational environments.
• Willingness to travel to NOAA ships and field offices and to take part in an on-call rotation for critical outages.

About IBSS Corp.

Since 1992, IBSS, a woman-owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors. Our services include cybersecurity and enterprise information technology, environmental science and engineering (including oceans, coasts, climate, and weather), and professional management services.

Our approach is to serve our employees by investing in their growth and development. As a result, our employees bring greater capabilities and provide exceptional service to our clients. In addition to creating career development opportunities for our employees, IBSS is passionate about giving back to the community and serving the environment. We strive to leave something better behind for the next generation.

We measure our success by the positive impact we have on our employees, clients, partners, and the communities we serve. Our tagline, Powered by Excellence, is a recognition of the employees that make up IBSS and ensures we deliver results with quality, applying industry best practices and certifications.

IBSS offers a competitive benefits package that includes medical, dental, vision, and prescription drug coverage with a company-paid deductible, paid time off, federal holidays, a matching 401K plan, tuition/professional development reimbursement, and Flex-Spending (FSA)/Dependent Care Account (DCA) options.

IBSS is an affirmative action and equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Click https://www.eeoc.gov/poster to see that the EEO is the law. Please direct any inquiries to the HR Department email at [e-mail].

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Talent Acquisition Department at [e-mail]