Service Desk Specialist

POSITION TITLE: Service Desk Specialist

POSITION SUMMARY:  Serves as a member of a service desk team supporting NOAA’s National Ocean Service (NOS) in Silver Spring, MD.  The 7 person team provides Tier I and Tier II support for the NOS headquarters staff as well as the International Ocean Observing System (IOOS) and National Marine Sanctuary staff.  Work is performed at the NOAA Silver Spring Metro Center complex at 1305 East West Highway, Silver Spring, MD 20910.

RESPONSIBILITIES

• Supports customer inquiries, requests and incidents, following ITIL best practices.
• Responds to telephone calls, email and personnel requests for technical support from end users with direction from the team lead.
• Supports technical support for various special projects associated with system deployments and configurations.
• Identifies, researches, and resolves technical problems.
• Escalates issues to the appropriate level and specialists.
• Documents, tracks and monitors incidents and problems in a Jira automated ticketing/service management system to ensure timely resolution.

REPORTING/INTERFACE RELATIONSHIPS:

*   Reports to the Service Desk Team Lead.

• Interacts regularly with Federal personnel and other NOS customers in Silver Spring.
• May support technical personnel in the Office and National Marine Sanctuaries field offices.

QUALIFICATIONS:

• Experience in use of a Service Desk ticket management tool, preferably Jira,
• Excellent communications skills
• Seasoned knowledge and expertise with Microsoft office applications,
• Experience using and supporting Mac OS systems highly desirable
• Hold or able to quickly secure certifications such as:
  • Help Desk Institute certification, especially for Service Desk Management
  • Security certification (Comp TIA A+)
  • ITIL Foundations certification
  • MCTS in Windows Operating System (Windows 10 or higher) or Mac OS certification

EXPERIENCE AND EDUCATION REQUIREMENTS:

• Minimum of 4 years of relevant experience
• Bachelor’s degree or equivalent
• Experience in support of a Federal IT environment is highly desirable.

COMPENSATION AND OTHER FINANCIAL CONSIDERATIONS AT HIRE:

*          Base salary open, depending upon background and experience of successful candidate.