Tier II Help Desk Specialist

About This Role

Provide Tier II Help Desk support to end-users, troubleshoot hardware and software issues, and resolve technical problems independently. This role supports NOAA SBITS within the Office of the Chief Information Officer (OCIO), Services Delivery Division (SDD).

Responsibilities

• Diagnose, repair, and maintain a range of hardware (e.g., desktops, laptops, printers) and software issues, including OS installation, configuration, and updates.
• Install, configure, and troubleshoot Windows OS and macOS using command-line.
• Perform basic network troubleshooting related to TCP/IP, DNS, DHCP, and VPNs.
• Manage Active Directory for account creation, password resets, and group policy application.
• Utilize remote support tools like Remote Desktop, SCCM, Bomgar, or TeamViewer for off-site users.
• Work with virtualization environments such as VMware or Citrix.
• Manage Two-Factor Authentication (2FA) methods (e.g., PIV cards, RSA tokens).
• Implement and maintain endpoint protection solutions (antivirus, anti-malware).
• Adhere to incident response procedures and escalate security issues as necessary.
• Utilize industry ticketing systems like ServiceNow or Remedy in an enterprise IT environment.
• Provide direct support to end-users on various issues.
• Independently identify, research, and resolve technical problems.
• Respond to telephone calls, email, and personnel requests for technical support.

Requirements

• 4+ years of experience in Information Technology or a related field
• US Citizen
• Ability to obtain a Public Trust clearance

Qualifications

• AA degree in Computer Science, Information Technology or equivalent experience preferred.
• Minimum of 4 years of experience in Information Technology or a related field.

Nice to Have

• CompTIA A+
• CompTIA Security+

Skills

* Required skills

Benefits

Certifications