Tier II Help Desk Specialist

About the Role

We are seeking a Tier II Help Desk Specialist to join our team supporting NOAA SBITS in Silver Spring, MD. This position will support activities within the Office of the Chief Information Officer (OCIO), Services Delivery Division (SDD). The role provides tier 2/3 on-site support for NOAA's CorpSrv users.

Responsibilities

• Provide support directly to end users on a variety of technical issues.
• Independently identify, research, and resolve technical problems.
• Respond to telephone calls, email, and personnel requests for technical support.
• Hardware and Software Troubleshooting: Diagnose, repair, and maintain a range of hardware (e.g., desktops, laptops, printers) and software issues, including OS installation, configuration, and updates.
• Operating Systems: Install, configure, and troubleshoot Windows OS and macOS, including command-line troubleshooting.
• Networking Basics: Diagnose and resolve connectivity issues using knowledge of TCP/IP, DNS, DHCP, VPNs, and basic network troubleshooting.
• Active Directory: Manage account creation, password resets, and group policy application.
• Remote Support Tools: Use tools like Remote Desktop, SCCM, or third-party platforms (e.g., Bomgar, TeamViewer) to support off-site users.
• Virtualization: Support virtual desktop environments, such as VMware or Citrix, commonly used in federal IT.
• Two-Factor Authentication (2FA): Work with 2FA methods and technologies (e.g., PIV cards, RSA tokens).
• Endpoint Protection: Maintain secure systems using antivirus, anti-malware, and endpoint protection solutions.
• Incident Response Awareness: Follow incident response procedures and escalate potential security issues as needed.
• ITSM Experience: Use enterprise ticketing systems such as ServiceNow or Remedy in an IT environment.

Requirements

• Minimum of 4 years of experience in Information Technology or a related field.
• AA degree in Computer Science, Information Technology, or equivalent experience preferred.
• Prior performance in a similar role within 6 months of the date of hire.
• Apple Device Support Certification.
• Must be a U.S. Citizen.
• Must be able to successfully obtain a Public Trust clearance.

Preferred Qualifications

• CompTIA A+ certification.
• CompTIA Security+ certification.

Skills

• Hardware and software troubleshooting.
• Windows OS and macOS installation, configuration, and command-line troubleshooting.
• Basic networking (TCP/IP, DNS, DHCP, VPNs).
• Active Directory management.
• Remote support tools (e.g., Remote Desktop, TeamViewer, Bomgar).
• Virtualization (VMware, Citrix).
• Two-Factor Authentication (2FA) technologies (PIV cards, RSA tokens).
• Endpoint protection and antivirus solutions.
• Incident response procedures.
• ITSM and ticketing systems (ServiceNow, Remedy).

Benefits

• Health, dental, and vision insurance.
• 401K retirement plan.
• Life insurance.
• Short-term and long-term disability plans.
• Paid vacation time and holidays.

Pay

Target salary range: $55,000 - $60,000. The salary range is an estimate and may vary based on education, experience, skills, and organizational requirements.

Schedule

• Day shift, Monday – Friday.
• May be requested to work evenings and weekends to meet program and contract needs.
• Hybrid/office environment in Silver Spring, MD.
• Less than 10% travel required.

Work Environment and Physical Demands

• Noise level: Medium.
• Regularly required to use hands, reach with hands and arms, talk, and hear.
• Regularly required to stand, walk, sit, climb or balance, stoop, kneel, crouch, or crawl.
• Regularly required to lift up to 10 pounds; frequently required to lift up to 25 pounds; occasionally required to lift up to 50 pounds.
• Vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.