Senior Service Desk Support Technician Level III

IBSS is seeking a Full Time, On-Site, Level 3 (Senior) 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 end users.

• Use JIRA ticketing system to log and track all customer calls to completion, and ensure a historical database of calls are retained.
• Participate in meetings and provide user support impact assessments on proposed system change requests.
• Support the technology needs of off-site/off-campus meetings and conferences. (Some local travel may be required.)
• Uncrate, accept/test, burn-in, configure and manage computers, laptops, mobile devices, printers and other new peripheral equipment, configure security management and encryption software, and install approved software.
• Register new endpoints, perform diagnostics support, and perform maintenance.
• Provide technical guidance and training to Level I and II technicians.
• 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.
• Configure and manage user accounts across systems, and research, evaluate, and provide feedback on trends and patterns of reported incidents.
• Assist scientists with software model execution (initialization, parameterization, calibration and validation).
• Plan, develop, implement, and maintain applications and programs, policies, and procedures to protect the integrity and confidentiality of systems, networks, and data.
• Act as point of contact for third party vendors and support systems and serve as a liaison.

• Bachelors or higher degree in computer science or a related field OR at least 8 years equivalent training in information technology or a related area of study.
• CompTIA A+ Certified and CompTIA Security+ Certified, or ability to obtain certification within 6 months after start date.
• Experience supporting Windows, MacOS, and Linux desktops, as well as Dell hardware/driver troubleshooting.
• Experience with Active Directory (AD) administration and enterprise endpoint security platforms such as Trellix.
• Experience with ticketing systems such as JIRA and ServiceNow, and utilizing remote support software such as Bomgar.
• Experience with patching tools such as BigFix and with security vulnerability management tools such as Tenable.
• Knowledge of and experience with Google Meet, Google Livestream, and Cisco Webex.
• Experience with setting up software and hardware; processing, controlling, and documenting incoming and outgoing data sets and/or hardware systems.
• Experience in determining how a system should be organized, such as the number and kind of records, files and documents necessary, and the procedures to obtain and organize the required information.
• Knowledge, skills and ability to investigate, analyze, and resolve issues or conditions associated with a particular application.
• Strong attention to detail is a must, and the ability to follow all required protocols and procedures for supporting a government organization.
• Able to work independently with minimal supervision to accomplish tasks.

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.