Service Desk Technician

Overview: Abacus Technology is seeking a Service Desk Technician to provide front\-line support to end users at the NOAA Office of Marine and Aviation Operations (OMAO). This is a full\-time position. Responsibilities: * Provide Tier 1 technical support to OMAO end users in person and through telephone, email, and remote\-support channels, including white\-glove support for VIP personnel. * Serve as the first point of contact for technical questions, incidents, and service requests; perform initial diagnosis and basic troubleshooting, provide first\-call resolution whenever possible, and escalate unresolved or complex issues to Tier 2 or Tier 3 support. * Log, categorize, prioritize, track, escalate, resolve, report, and close service requests and incidents using OMAO's Incident Management System. * Document reported symptoms, initial diagnostic data, affected configuration items and services, troubleshooting steps, user communications, and resolutions in the Trouble Ticket Log. * Escalate tickets to Tier 2 or Tier 3 support groups with complete diagnostic information and an accurate electronic handoff, then continue to monitor ticket status and maintain accountability through resolution or completion. * Confirm that service requests are completed to the end user's satisfaction and close tickets promptly after successful resolution. * Use approved new or updated Service Desk software, services, hardware, and peripherals at the direction of the Government and assist end users with adoption as needed. * Process routine account creation, modification, password reset, archival, and termination requests in accordance with established end\-user account administration policies and procedures. * Assign approved user accounts and access privileges in accordance with security requirements, coordinate with MACC, OCIO, and other stakeholders when needed, and assist with periodic account and permission reviews as directed. * Receive and log Install, Move, Add, and Change (IMAC) requests; gather basic business requirements, obtain required approvals, coordinate fulfillment with end users and support teams, track status, and confirm satisfactory completion. * Provide end users with application suites, NOAA\-specific applications, and tools approved by the MACC Change Control Board, Contracting Officer's Representative, or Technical Monitor. * Provide front\-line support for Google Workspace solutions, including Gmail, Drive, Meet, Calendar, Chat, Google Docs, and Gemini, and coordinate with the NOAA Unified Messaging Service when escalation is required. * Process OMAO email account, service account, and distribution group requests; troubleshoot common email, calendar, account, routing, and delivery issues; and escalate server\-level or configuration issues to the appropriate support team. * Maintain accurate records in the NOAA Identity, Credential, and Access Management Directory and route directory or mail\-server issues and upgrade\-related requests to the