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Help Desk Manager

Company: ERT
Location: Silver Spring
Posted on: June 9, 2021

Job Description:

[Remote and onsite NOAA HQ]

Position Description

NOAA's Office of Coast Survey (OCS), the largest program office within the National Ocean Service, was originally formed by President Thomas Jefferson in 1807. Coast Survey maintains the nation's nautical charts, surveys the coastal seafloor, responds to national maritime emergencies, develops and evaluates 3-D oceanographic forecast modeling systems for coastal waters, and searches for underwater obstructions and wreckage. In support of the OCS, ERT is looking for a candidate to lead a small help desk team.


  • Manage a help desk team and ticketing system.
  • Develop standard operating procedures and SLA documentation.
  • Perform administration for Windows servers, laptops, and desktops.
  • Oversee implementation of desktop configuration management at the help desk level.
  • Perform Active Directory, Microsoft SCCM, and File and Print Server administration.
  • Assist IT Security teams in the development of the System Security Plan.
  • Participate in the annual Security Assessment and resolve findings.
  • Create SCCM deployment packages.
  • Represent senior government IT management with user community.
  • Install new software releases, system upgrades.
  • Evaluate and install patches and resolves software related problems.
  • Perform system backups and recovery.
  • Maintain help desk performance metrics.
  • Monitor system configuration to ensure data integrity.
  • Property Management using Sunflower.
  • Perform a variety of tasks as needed.
  • Implement ITIL process for help desk.

This position works among a team of integrated federal and contract staff reporting to the IT Branch Chief or designee. Must be familiar with standard concepts, practices, and procedures related to NOAA, ITIL.


9+ years of experience supporting help desk including help desk team management experience. Experience should also include:

  • Windows system administration.
  • Use of Nessus security scanner and analyzing scan results.
  • Building secure baselines and operating system images and with DNS and DHCP configuration.
  • Microsoft Enterprise tools, with the ability to create SCCM deployment packages.
  • Use of tools such as Tectia and OSSEC.
  • Recognized security certifications such as MCSE are preferred.
  • Communications skills are critical - verbal and written. Strongly prefer government contracting experience.
  • ITIL process experience

Must be a US Citizen or Permanent Resident and be able to pass a background investigation to obtain a security badge to enter the applicable government facility.


BA/BS in Computer Science, Mathematics, related field, preferred, or equivalent experience. Desktop computer certifications. ITIL certification.

Keywords: ERT, Silver Spring , Help Desk Manager, Other , Silver Spring, Maryland

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