Help Desk Specialist - #1397914

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Position Description

TRIAEM is seeking a highly motivated and experienced Help Desk Specialist to join our team, providing exceptional IT support for NOAA’s Silver Spring, MD facility. This is a great opportunity to make a significant impact by delivering high-quality IT services and contributing to the success of critical NOAA missions. As the central point of contact between users and IT, you will play a key role in supporting NOAA’s operations while ensuring high levels of user satisfaction and system performance.

This role offers a unique opportunity for a proactive problem solver who thrives in a dynamic environment and enjoys tackling complex IT challenges. TRIAEM values creativity, innovation, and leadership, and we are looking for a candidate who can take ownership of help desk processes and drive continuous improvement.

Why Join TRIAEM?

• Mission-Driven Work: Support NOAA’s critical environmental and scientific missions by ensuring secure and efficient IT operations.
• Professional Growth: Take on leadership opportunities by managing day-to-day help desk operations and mentoring junior staff.
• Challenging & Rewarding Role: Tackle complex technical issues and collaborate with vendors, stakeholders, and IT teams to deliver effective solutions.
  
  

Key Responsibilities

• Incident Management & Technical Support:
• Identify, research, and resolve complex technical problems, working closely with vendors to ensure timely resolution.
• Receive, document, and track service requests, ensuring issues are resolved within agreed-upon service levels.
• Troubleshoot, upgrade, and replace hardware and software components, including operating systems, motherboards, power supplies, and licenses.
• Provide operational support in the absence of the Help Desk Team Leader, ensuring smooth day-to-day operations.
• System Administration & Configuration Management:
• Manage and maintain user accounts and computers using Active Directory (AD), including linking Group Policy Objects (GPOs) to Organizational Units (OUs) and groups.
• Assist in updating and maintaining the Configuration Management Database (CMDB) to ensure accurate tracking of IT assets.
• Oversee network printers, supplies, and print server operations to maintain seamless printing services.
• Email & Account Management:
• Manage email accounts and groups in NOAA’s ICAM system, ensuring proper access and functionality.
• Monitor and respond to vulnerability scans and apply patches as necessary to maintain a secure IT environment.
• Process Improvement & Documentation:
• Develop and refine standard help desk procedures, ensuring consistent service levels.
• Collaborate with stakeholders to identify solutions for virtualization challenges and software-related issues.
• Create and maintain documentation related to IT service management processes.
• Leadership & Team Coordination:
• Assist in organizing the team schedule and assigning tasks to ensure timely resolution of service requests.
• Take ownership of tickets, ensuring issues are assigned, escalated, and resolved efficiently.
  
  

Required Skills & Qualifications

• 5-7 years of experience in an IT support environment, with demonstrated expertise in:
• Active Directory (AD) management, including user accounts, groups, and GPOs.
• Network cabling and network file/print services.
• Windows operating systems and Microsoft Office applications.
• Strong Communication Skills:
• Excellent oral and written communication skills, with the ability to effectively collaborate with technical teams and end users.
• U.S. Citizenship or Permanent Residency:
• Must have resided in the United States for at least 3 of the last 5 years.
• Must be able to pass a background investigation to obtain a security badge and access applicable government facilities and systems.
  
  

Desired Skills & Certifications

• Certifications:
• ITIL Foundations Certification (preferred).
• Cloud Technology Certification.
• Additional Technical Expertise:
• Citrix Server Support.
• System Administration (Windows and Linux).
• IT Security and Vulnerability Remediation.
• Managerial/Supervisory Experience:
• Experience overseeing help desk operations and managing a team is highly desirable.
• Current Department of Commerce Clearance:
• Highly desired but not required.
  
  

Education

• BA/BS in Computer Science, Information Technology/Systems, or a related field (or equivalent experience).
  
  

Location

This position is on-site at NOAA’s Silver Spring, MD facility, with opportunities for some telework.

Join TRIAEM Today!

If you are a driven and experienced IT professional eager to support NOAA’s critical mission while advancing your career in a dynamic and collaborative environment, TRIAEM is the place for you. Apply today and become part of a team that is making a difference!