Job Information
TRIAEM, LLC Help Desk Specialist in Silver Spring, Maryland
Position Description
TRIAEM is seeking a highly motivated and experienced Help Desk Specialist to join our team, providing exceptional IT support for NOAA’s Silver Spring, MD facility. This is a great opportunity to make a significant impact by delivering high-quality IT services and contributing to the success of critical NOAA missions. As the central point of contact between users and IT, you will play a key role in supporting NOAA’s operations while ensuring high levels of user satisfaction and system performance.
This role offers a unique opportunity for a proactive problem solver who thrives in a dynamic environment and enjoys tackling complex IT challenges. TRIAEM values creativity, innovation, and leadership, and we are looking for a candidate who can take ownership of help desk processes and drive continuous improvement.
Why Join TRIAEM?
Mission-Driven Work: Support NOAA’s critical environmental and scientific missions by ensuring secure and efficient IT operations.
Professional Growth: Take on leadership opportunities by managing day-to-day help desk operations and mentoring junior staff.
Challenging & Rewarding Role: Tackle complex technical issues and collaborate with vendors, stakeholders, and IT teams to deliver effective solutions.
Key Responsibilities
Incident Management & Technical Support:
Identify, research, and resolve complex technical problems, working closely with vendors to ensure timely resolution.
Receive, document, and track service requests, ensuring issues are resolved within agreed-upon service levels.
Troubleshoot, upgrade, and replace hardware and software components, including operating systems, motherboards, power supplies, and licenses.
Provide operational support in the absence of the Help Desk Team Leader, ensuring smooth day-to-day operations.
System Administration & Configuration Management:
Manage and maintain user accounts and computers using Active Directory (AD), including linking Group Policy Objects (GPOs) to Organizational Units (OUs) and groups.
Assist in updating and maintaining the Configuration Management Database (CMDB) to ensure accurate tracking of IT assets.
Oversee network printers, supplies, and print server operations to maintain seamless printing services.
Email & Account Management:
Manage email accounts and groups in NOAA’s ICAM system, ensuring proper access and functionality.
Monitor and respond to vulnerability scans and apply patches as necessary to maintain a secure IT environment.
Process Improvement & Documentation:
Develop and refine standard help desk procedures, ensuring consistent service levels.
Collaborate with stakeholders to identify solutions for virtualization challenges and software-related issues.
Create and maintain documentation related to IT service management processes.
Leadership & Team Coordination:
Assist in organizing the team schedule and assigning tasks to ensure timely resolution of service requests.
Take ownership of tickets, ensuring issues are assigned, escalated, and resolved efficiently.
Required Skills & Qualifications
5-7 years of experience in an IT support environment, with demonstrated expertise in:
Active Directory (AD) management, including user accounts, groups, and GPOs.
Network cabling and network file/print services.
Windows operating systems and Microsoft Office applications.
Strong Communication Skills:
Excellent oral and written communication skills, with the ability to effectively collaborate with technical teams and end users.
U.S. Citizenship or Permanent Residency:
Must have resided in the United States for at least 3 of the last 5 years.
Must be able to pass a background investigation to obtain a security badge and access applicable government facilities and systems.
Desired Skills & Certifications
Certifications:
ITIL Foundations Certification (preferred).
Cloud Technology Certification.
Additional Technical Expertise:
Citrix Server Support.
System Administration (Windows and Linux).
IT Security and Vulnerability Remediation.
Managerial/Supervisory Experience:
Experience overseeing help desk operations and managing a team is highly desirable.
Current Department of Commerce Clearance:
Highly desired but not required.
Education
BA/BS in Computer Science, Information Technology/Systems, or a related field (or equivalent experience).
Location
This position is on-site at NOAA’s Silver Spring, MD facility, with opportunities for some telework.
Join TRIAEM Today!
If you are a driven and experienced IT professional eager to support NOAA’s critical mission while advancing your career in a dynamic and collaborative environment, TRIAEM is the place for you. Apply today and become part of a team that is making a difference!