Service Desk / Desktop Support Specialist (Tier 2/3)

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. So we need to extract content. Let's parse the posting. 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 To apply, please follow these steps: ... (application instructions) -> remove. 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: list bullet points. Required Skills /Education/ Certifications & Qualifications: list. Desired Skills: list. About IBSS Corp.: paragraph. 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. Then EEO boilerplate etc to remove. We need sections: About the role (maybe description), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have description (About the role). Responsibilities: Key Responsibilities list. Requirements: maybe Required Skills/Education/Certifications & Qualifications. Qualifications: maybe same as Requirements? Could separate but we can combine? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to include a section only when posting has real specific content for it. We have content for About the role (description). Responsibilities (Key Responsibilities). Requirements (Required Skills/Education/Certifications & Qualifications). Qualifications maybe overlapping; but we could treat Required Skills/Education/Certifications & Qualifications as Requirements, and Desired Skills as Skills. Or we could have Requirements (education/experience), Qualifications (certifications), Skills (desired). Let's parse. Required Skills /Education/ Certifications & Qualifications: includes Associate's degree or higher, 4+ years experience, advanced knowledge of Windows endpoints, etc, hands-on experience with AD, remote support tools, proven ability to perform root cause analysis, must be able to obtain and maintain NOAA High Risk Public Trust background investigation, NOAA badge, CAC. Desired Skills: ITIL Foundation certification, position-appropriate industry certification (CompTIA A+, Network+, Microsoft), experience with MECM, BigFix, ManageEngine, Trellix/McAfee, ArcSight, FortiManager, Atlassian suite, SharePoint admin, prior experience supporting federal agencies, willingness to travel, on-call rotation. Thus we could map: - Requirements: education and experience (Associate's degree, 4+ years experience). - Qualifications: technical skills (Windows endpoints, AD, remote support tools, root cause analysis, clearance). - Skills: desired skills (certifications, specific tools, experience, travel, on-call). But the instruction says "Prefer a few substantive sections over many thin ones." So maybe combine Requirements and Qualifications into one? But we have headings list; we can include both if they have distinct content. Let's see if we can separate meaningfully. Requirements: "Associate's degree or higher in Information Technology, Computer Science, or a related field. Four (4+) years of enterprise desktop/end-user support experience." Qualifications: "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)." Skills: Desired Skills list. Benefits: 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. Pay: Not mentioned. So we should NOT include Pay section. Schedule: Not mentioned (no mention of work hours, shift, etc). So omit Schedule. About IBSS Corp. could be part of About the role? Actually About the role is description of role; About IBSS Corp. is company overview. Could be separate section "About IBSS Corp." but not in allowed headings list. The allowed headings are About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should incorporate IBSS overview maybe into About the role? But About the role already has description of role; we could add a paragraph about IBSS as part of About the role? The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., not exclusive list, but we should prefer those headings. Probably we should stick to those. So we can include About the role (description of role + maybe IBSS overview). Or we could add a separate section "About IBSS Corp." but that's not in the list; better to incorporate into About the role. Thus final HTML:

About the role

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. 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.

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.

Requirements

• Associate's degree or higher in Information Technology, Computer Science, or a related field.
• Four (4+) years of enterprise desktop/end-user support experience.

Qualifications

• 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).

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.

Benefits

• Medical, dental, vision, and prescription drug coverage with a company-paid deductible.
• Paid time off.
• Federal holidays.
• Matching 401K plan.
• Tuition/professional development reimbursement.
• Flex-Spending (FSA)/Dependent Care Account (DCA) options.

We omitted Pay and Schedule. Check for any duplicated lines: we removed application instructions, EEO boilerplate, etc. We