KNOWLEDGE, SKILLS, AND REQUIREMENTS:

• At least 5 years of progressively responsible experience providing IT helpdesk support and systems administration in a Windows environment.
• Strong working knowledge of Windows operating systems (including Windows 10/11 and prior), Microsoft Office Suite, and endpoint configuration management and security tools.
• Experience with endpoint encryption, MFA, and IT security compliance practices.
• Proficiency in troubleshooting hardware, software, desktop deployment practices and network connectivity.
• Familiarity with Service Desk trouble-ticketing systems and escalation workflows.
• Strong customer service and communication skills, with the ability to support users ranging from entry-level to scientists and senior executives in a professional and courteous manner.

DESIRED SKILLS:

• Experience supporting IT services in a 24/7 operational environment or within a federal agency.
• Familiarity with NOAA/NWS IT and computing standards, Continuity of Operations (COOP) plans, cyber-security standards and configuration management requirements.
• Working knowledge of scripting or automation tools for deploying, maintaining, patching and updating Windows-based IT systems and mobile devices.
• Experience supporting conference room A/V equipment and VOIP telephony.
• Relevant industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate.

The incumbent manages tasks from an established Help Desk trouble-ticketing system, administering email and endpoint encryption platforms, and supporting inventory and compliance requirements. This position requires strong technical troubleshooting capabilities, excellent communication skills, and a customer-focused approach to problem resolution. The Ideal IT Specialist - Service Desk Support and Systems Administrator will be located in the Boulder, CO, however the role could operate remotely for the right candidate.
Responsibilities:

The work will primarily include the following responsibilities:

• Identify, troubleshoot, and resolve user-reported technical problems involving workstations, laptops, mobile devices, and peripherals.
• Respond to and resolve advanced Service Desk tickets within defined Service Level Agreements (SLAs) and to the highest thresholds of customer satisfaction.
• Perform advanced user account management in Active Directory and Google Workspace, including permissions, groups, and multi-factor authentication (MFA).
• Perform client-system and server patching, upgrades, imaging, and configuration management for Windows environments.
• Coordinate and execute desktop, laptop, and mobile device provisioning, including end-point security and configuration management agent installation (NBFS, MAAS360, Manage Engine.)
• Support the Space Weather Forecast Office (SWFO) by maintaining National Critical Systems (NCS) and Business Enterprise System (BES) desktops, laptops, and telephony platforms to ensure 24/7 operational availability.
• Perform asset management activities including: inventory control, labeling, tracking, receiving, sanitization, decommissioning, and reporting of service-tagged equipment.
• Provide user training, education, and advanced guidance on system access, platform and OS usage, cybersecurity, and best practices.
• Install and support networked audio/visual systems for conference rooms, including cameras, projection devices, networked computers, and telephony.
• Assist senior system administrators with network authentication, server troubleshooting, and compliance with security audits.
• Research and develop technical specifications, provide cost quotes, and validate equipment orders to support procurement.
• Support physical movement, deployment, and decommissioning of hardware assets; assist the Property Manager with inventory tracking and asset audits.
• Follow documented technical task procedures, applying good judgment and best practices to complete assignments independently or under general guidance.

Qualifications:
At least a Bachelor’s degree in atmospheric science, space physics, geophysics, engineering, computer science, or mathematics from an accredited institution and at least 5 years of experience in related areas.