Service Desk / Desktop Support Specialist (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

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

Location: Newport, RI

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

Application Deadline: October 31, 2026

Description

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.

• 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
• 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]