Help Desk Specialist - NOAA

Position Description 
The National Marine Fisheries Service (NMFS) Headquarters 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:

• Provide overflow triage support for phone, email, and walkup requests, as directed.
• Serve as a point of escalation for support requests that are not resolved at the first tier.
• Provide hardware support (workstation setup, moves, system imaging, device staging, loaner prep, refresh, facilitate warranty repairs).
• Software installation, configuration, and troubleshooting support.
• Meeting support (webinar setups and kickoffs, meeting kickoffs, equipment setups and breakdown). May require local Silver Spring MD area travel to transport equipment to support off-site/off-campus meetings.
• Provide audio\video operational support.
• Uncrate, accept/test, burn-in computers, laptops, mobile devices, printers and other new peripheral equipment upon receipt.
• Install approved software on end-user computers and other devices.
• Mobile device provisioning, management, technical support.
• Support other CX desktop based tasks and projects, as assigned.
• Limited Active Directory account management.
• Support the technology needs of NOAA users with off-site/off-campus meetings and conferences.
• Support other NMFS project teams during implementation and testing of changes or enhancements to the NMFS LAN and applications.
• Install equipment at offices, cubicles and conference rooms, establish and test LAN connectivity.
• Onsite training and certification to be provided by current staff.

Required Skills

• 1+ Years’ experience in relevant professional position.
• 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.

Education
BS in Information Technology, related discipline, or equivalent, preferred.

Salary
The salary range for this role is $18 - $47/hour. This range is a good faith estimate based on similar roles across the organization. ERT uses several factors when extending an offer, including but not limited to, the position's scope and expected duties, a candidate’s work experience, education/training, and key skills.  

Benefits
All full-time employees are eligible to participate in our flexible benefits package, which includes:

• Medical, Rx, Dental, and Vision Insurance
• 401(k) retirement plan with company-matching
• 11 Paid Federal Government Holidays
• Basic Life & Supplemental Life
• Health Savings Account, Flexible Spending and Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Employee assistance program (EAP)
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Professional Membership Reimbursement
• Employee Referral Program
• Competitive compensation plan
• Discretionary variable incentive bonuses based on factors such as individual performance, business unit performance, and/or the company’s performanc