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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Service Desk Support Technician Level III - **Company:** IBSS Corp. - **Location:** Narragansett, RI, United States - **Experience:** Expert - **Salary:** $80,000.0 - $83,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Data Analysis, Apple Mac Systems, JIRA, Bomgar, CompTIA Security+, Databases, Data Files, Desktop Computing, Linux, Issue Tracking Systems, Cisco WebEx, Information Technology, Laptops, Google Meet, Servicenow, User Accounts - **Published:** August 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=dc774f2ad22010c2 ## About the Role * 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. ## Description 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. ## Related Videos - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [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) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## 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) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)