Service Desk Technician

Overview: Abacus Technology is seeking a Service Desk Technician to provide technical support end users at the NOAA Office of Marine and Aviation Operations (OMAO). This is a full\-time position. Responsibilities: * Provide Tier 2 and Tier 3 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 an escalation point for unresolved Tier 1 incidents and complex service requests; perform advanced troubleshooting, identify root causes, implement approved resolutions, and escalate issues to specialized engineering or vendor support when necessary. * Log, categorize, prioritize, track, escalate, resolve, report, and close service requests and incidents using OMAO's Incident Management System. * Document reported symptoms, diagnostic data, affected configuration items and services, troubleshooting actions, system design or configuration changes, and final resolutions in the Trouble Ticket Log. * Review escalated tickets for complete diagnostic data and electronic handoff information, coordinate with Tier 1 personnel and specialized Tier 2 or Tier 3 support groups as required, and maintain ticket ownership and accountability through resolution or completion. * Confirm that service requests are completed to the end user's satisfaction and close tickets promptly after successful resolution. * Implement and use approved new or updated Service Desk software, services, hardware, and peripherals at the direction of the Government. * Coordinate requests for hardware or software not currently approved by OMAO by documenting and analyzing the request, conducting technical analysis and market research when required, recommending a path forward to MACC leadership, processing the request through fulfillment or denial, and advising the requestor of its status. * Support MACC in developing and implementing end\-user account administration policies and procedures; process account creation, modification, password reset, archival, and termination requests. * Assign and administer user accounts and access privileges in accordance with security requirements, coordinate with MACC, OCIO, and other stakeholders, and conduct periodic account and permission reviews as directed. * Support the development and implementation of Install, Move, Add, and Change (IMAC) policies and procedures; gather business requirements, analyze impacts, obtain authorization, coordinate delivery, track status, and confirm satisfactory completion with the end user. * Prepare supporting documentation for biweekly IT Engineering Review Board and Change Control Board meetings. * 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. * Collaborate with the NOAA Unified Messaging Service to administer and support Google Workspace solutions, including Gmail, Drive, Mee