Help Desk Specialist

Help Desk SpecialistOverview / Job ResponsibilitiesEntarian is seeking a Help Desk Specialist to support NOAA's National Marine Fisheries Service (NMFS) Headquarters Service Desk. The NMFS Service Desk Support (Service Desk) is currently the initial point of contact for information technology and program support services for NMFS programs and staff based at the headquarters in Silver Spring, Maryland. In addition to the headquarters staff, the service desk provides remote desktop support to over 300 seafood inspection staff and law enforcement agents located throughout the United States. Program support requires basic understanding of the various systems supporting the organizational mission, basic data analysis, and some reporting. This team is the primary point of contact for IT inquiries that may result in service requests and incident resolution. The current predominant operating system in the NMFS Headquarters user environment is Windows 10. A small subset of supported users are assigned Apple workstations running Mac OSX. And mobile devices running iOS, iPad OS, and Android OS are deployed and supported within the agency. The team also supports video teleconference capability used by various NMFS executives on a variety of platforms, including but not limited to: Google Meet, Cisco WebEx, Adobe Connect, GoToWebinar.Duties include:Workstation security patchingProduce routine and ad hoc security artifactsGenerate activity and metrics reportsProvide support for issues escalated from Tier 2Serve as point of escalation for complex technical incidents and requestsLead software testing and approval activitiesSupport Mac workstationsIssue remediation and request triaging for custom applicationsMobile device supportProvide meeting supportSupport other CX activities and projectsSupport other NMFS project teams during implementation and testing of changes or enhancements to the NMFS LAN and applications.Lead small projectsGoogle Voice / Mail administratorLimited Active Directory account managementDevelop, institute, and maintain Standard Operating Procedures (SOP) in the areas of incident management, service requests and Application Support services.Participate in the NMFS change control board meetings and provide user support impact assessment on proposed system change requests.The hourly rate for this position is approximately $25 - 28/hr.Work will be completed on-site at NOAA's Silver Spring, MD location.Minimum QualificationsBS in Information Technology, related discipline, or equivalent.2+ Years' experience in relevant professional experience supporting Tier II activities.Detail oriented, organized, and timely.Ability to work well independently and in a team setting.Work within the team framework created by management and work with team members on assigned projects.Basic use of Microsoft Suite WORD, EXCEL, also PDF.Knowledge of commonly used concepts, practices and procedures within a particular field.Must be a US Citizen or Permanent Resident who has lived in the United States at least 3 out of the last 5 years and be able to pass a background investigation to obtain a security badge to access applicable government facilities and systems.BenefitsMedical, Rx, Dental, and Vision Insurance401(k) retirement plan with company-matching11 Paid Federal Government HolidaysPaid Time Off (PTO)Basic Life & Supplemental LifeHealth Savings Account, Flexible Spending and Dependent Care Flexible Spending AccountsShort-Term & Long-Term DisabilityEmployee assistance program (EAP)Tuition Reimbursement, Personal Development & Learning OpportunitiesSkills Development & CertificationsProfessional Membership ReimbursementEmployee Referral ProgramCompetitive compensation planDiscretionary variable incentive bonuses based on factors such as individual performance, business unit performance, and/or the company's performanceEntarian is an Equal Opportunity and Affidverative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.#J-18808-Ljbffr