Help Desk Specialist

The Senior Help Desk Specialist provides advanced IT support services to NOAA affiliates and the commercial fishing community. This role ensures continuity of operations for mission-critical systems and serves as a technical escalation point within the Technology and Data Management (TDM) Division., * Provide Tier 2/3 support for hardware, software, network access, and application issues for local and remote users.

• Support NMFS web and mobile applications used by the fishing industry, including user access and troubleshooting.
• Configure, deploy, and maintain government-furnished IT equipment, including laptops, peripherals, and multimedia systems.
• Support Oracle database connectivity and assist users with SQL Developer configuration and credential management.
• Create and maintain clear, user-friendly documentation, job aids, training materials, and video tutorials.
• Track IT assets, maintain hand receipts, and manage equipment shipping, receiving, and inventory records.
• Provide on-site and field office support as required and maintain defensive driving certification.
• Serve as backup support for email administration and Google Workspace services.

• Associate’s or Bachelor’s degree in IT or related discipline (or equivalent experience).
• 6+ years of progressively responsible IT support experience.
• Strong customer service orientation and experience supporting non-technical users.
• Experience in federal IT environments preferred.
• Windows 11, Active Directory
• JIRA Service Management, JIRA
• Cisco AnyConnect, Trellix, BeyondTrust
• Dell, HP, Canon, Xerox hardware
• Google Workspace, Microsoft Office, Adobe Pro
• Webex and multimedia platforms
• Oracle SQL Developer, R, RStudio

Think Tank also offers a comprehensive benefits package that includes medical, dental, and vision coverage; long-term and short-term disability; and a 401(k) plan. All benefits are subject to eligibility requirements.