Service Desk Engineer – VIP Support

Abacus Technology Corporation

Gulfport (MS)

Hybrid

USD 42,000 - 64,000

Full time

4 days ago

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Job summary

Abacus Technology Corporation is seeking a Service Desk Technician to provide Tier 2/3 technical support to NOAA Office of Marine and Aviation Operations (OMAO) end users. You will handle escalations, manage incidents, and document resolutions in the ITSM system while coordinating with Tier 1 and other groups.

You will implement approved service desk software and IMAC procedures, administer user accounts, and maintain end-user documentation.

Qualifications

3+ years in enterprise service desk or end-user support.
Experience resolving complex hardware, software, accounts, and connectivity issues.
Experience using incident-management systems to manage tickets through closure.

Responsibilities

Provide Tier 2/3 support to NOAA end users in person or remotely, including VIP users.
Escalate unresolved issues and coordinate with engineering or vendor support.
Log, track, and close incidents in the designated ITSM system.
Document symptoms, diagnostics, changes, and resolutions clearly in tickets.
Coordinate with Tier 1 and other teams to ensure complete handoffs and ownership.
Ensure user satisfaction and close tickets after successful resolution.
Support new or updated service desk software, services, and peripherals as directed.
Assist with IMAC processes, account administration, and access reviews.
Prepare documentation for IT engineering review and change boards.