Position Description
The Help Desk is the central point of contact between users and IT and has a broad range of responsibilities, including delivering high quality hardware and software support, identifying and lowering IT costs, supporting process and technology changes, and ensuring user satisfaction. Responsibilities also include identifying business opportunities, receiving and tracking calls from users, attempting to resolve issues at initial contact, escalating incidents, notifying users of progress, and maintaining agreed-upon service levels. As the focal point for all IT service requests, this individual will assist the Help Desk personnel by performing routine tasks.

The right candidate will be creative and familiar with a variety of IT concepts, practices, and procedures. The candidate will rely on experience and judgment to plan and accomplish goals and perform a variety of complicated tasks. May be responsible for leading and directing the work of others. Specifically, will be responsible for:

• Identify, research, and resolve complex technical problems and works with vendors.
• Provide operational management support in the absence of the Help Desk Team Leader, providing the direction for day-to-day operations of the help desk, as requested
• Create and evolve Help desk related standard concepts, practices, and procedures to ensure service levels are maintained.
• Document, track, and monitor IT service requests to ensure resolution in a timely manner.
• Assist in updating and maintenance of the Configuration Management Database (tracking of IT assets)
• Troubleshooting, upgrading and/or replacing hardware and software components including but not limited to operating system installation, motherboard or power supply replacements, and software and license installation.
• Take ownership of service tickets, assign and or resolve requests
• Use Active Directory (AD) to manage user accounts and computers, as well as linking GPOs to OUs and Groups.
• Oversee printers, supplies, and print server.
• Collaborate with stakeholder to identify solutions to problems presented in virtualizing and working with software representatives to find solutions to problems.
• Scan and patch systems that were showing up as vulnerable.
• Manage email accounts and email groups in NOAA’s ICAM system.
• Perform other tasks as assigned under the supervision of the Help Desk Team Leader.

Required 
5-7 years of experience in an IT support environment.

• Must have knowledge of Active Directory, network cabling and network file and print services.
• Proficiency in Windows and Microsoft Office applications required. 
• Must have excellent oral and written communications skills.

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.

Desired

• ITIL Foundations Concepts, Certification preferred
• Cloud Technology Knowledge, Certification
• Citrix Server Support
• System Administration Windows, Linux
• Managerial/Supervisory experience
• IT Security, Vulnerability Remediation
• Current Department of Commerce clearance highly desired

Education
BA/BS in Computer Science, Information Technology/Systems or related field, or equivalent.

Location
This position is on-site at NOAA's Silver Spring, MD facility.

Salary
The salary range for this role is $54,000 - $98,000/year. This range is a good faith estimate based on similar roles across the organization. ERT considers several factors when extending an offer of employment, including the location, scope, and associated responsibilities of the specific position, as well as 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
• Paid Time Off (PTO)
• 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 performance
• Publication and Conference Presentation Awards with bonuses

ERT is a VEVRAA Federal Contractor and Equal Opportunity Employer - All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.