Service Desk Support Level II

IBSS is seeking a Full Time, On-Site, Level 2 (Mid) IT Service Desk Support Specialist to provide technical support to Northeast Fisheries Science Center (NEFSC) staff located throughout the United States. This Specialist will act as a primary point of contact for IT inquiries, service requests, incident resolution, and provide program support to various systems including those that support the organizational mission, basic data analysis, and reporting., * Acts as the primary interface for IT support services for NEFSC end users.

• Use JIRA ticketing system to log, monitor, and track all customer calls to completion, and ensure a historical database of calls are retained.
• Participate in meetings and provide user support impact assessment on proposed system change requests.
• Support the technology needs of off-site/off-campus meetings and conferences; some travel may be required.
• Uncrate, accept/test, burn-in, configure and manage computers, laptops, mobile devices, printers and other new peripheral equipment upon receipt, configure security management and encryption software, and install approved software.
• Assist users in scheduling and monitoring video teleconference calls and support the video equipment during conferences.
• Adhere to policies and procedures, and ensure systems, network, and data users understand and adhere to systems security policies and procedures.
• Develop, institute, and maintain Standard Operating Procedures (SOP) in the areas of incident management, service requests and Application Support services.
• Maintain appropriate telephone calling scripts/messages to ensure that end users are provided relevant, and accurate information as quickly as possible.
• Configure and manage user accounts across systems.
• Provide formal and informal training to end-users on LAN resources such as computers, mobile devices, printers, faxes, and copiers.
• Respond to reports of malware infections on computing devices and support remediation.
• Support other project teams during implementation and testing of changes or enhancements to the LAN and applications.
• Research, evaluate, and provide feedback on trends and patterns on reported incidents.

• B.S., B.A. or higher degree in computer science or a related field or at least 6 years equivalent training in information technology or a related area of study.
• CompTIA A+ and Security+ Certified, or ability to obtain certification within 6 months after the start date.
• Experience supporting Windows, MacOS, and Linux desktops, as well as Dell hardware/driver troubleshooting.
• Experience working with Active Directory (AD) administration and enterprise endpoint security platforms (specifically Trellix for encryption recovery)
• Experience working with ticketing systems such as JIRA and ServiceNow, and utilizing remote support/patching software such as Bomgar.
• Experience with Google Meet, Google Tap, and Cisco.
• Demonstrated success working in a team environment.
• Possess excellent written and oral communication skills.
• Detail oriented and organized with strong analytical skills.
• Ability to work independently, utilize resources, and take thorough notes.

Pulled from the full job description Professional development assistance Prescription drug insurance Health insurance 401(k) matching Paid time off Vision insurance Dental insurance, IBSS offers a competitive benefits package that includes medical, dental, vision, and prescription drug coverage with a company-paid deductible, paid time off, federal holidays, a matching 401K plan, tuition/professional development reimbursement, and Flex-Spending (FSA)/Dependent Care Account (DCA) options.

Since 1992, IBSS, a woman-owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors. Our services include cybersecurity and enterprise information technology, environmental science and engineering (including oceans, coasts, climate, and weather), and professional management services.

Our approach is to serve our employees by investing in their growth and development. As a result, our employees bring greater capabilities and provide exceptional service to our clients. In addition to creating career development opportunities for our employees, IBSS is passionate about giving back to the community and serving the environment. We strive to leave something better behind for the next generation.

We measure our success by the positive impact we have on our employees, clients, partners, and the communities we serve. Our tagline, Powered by Excellence, is a recognition of the employees that make up IBSS and ensures we deliver results with quality, applying industry best practices and certifications.