> Markdown version of [/jobs/ext/2431075-service-desk-support-level-ii](https://www.wearedevelopers.com/jobs/ext/2431075-service-desk-support-level-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Support Level II - **Company:** IBSS Corp. - **Location:** Falmouth, MA, United States - **Salary:** $60,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Data Analysis, Apple Mac Systems, JIRA, Bomgar, Databases, Desktop Computing, Linux, Issue Tracking Systems, Information Technology, Laptops, Google Meet, Cisco, Servicenow, User Accounts - **Published:** August 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=92dd8349e22bb72b ## About the Role * 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. ## Description 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. ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Best Coding Boot Camps in Germany](https://www.wearedevelopers.com/magazine/237-best-coding-boot-camps-in-germany) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers)