Help Desk Technician III

About the role

The Help Desk Technician III supports GARFO's Technology and Data Management (TDM) division, providing IT hardware and software support to GARFO staff, several Fisheries building tenants, the fishing industry, and other fishery management groups.

Responsibilities

• Provide IT software and hardware setup and support to all GARFO staff located locally and remotely in an efficient, courteous and timely manner.
• Provide database connection support to NOAA Affiliates (Northeast Science Center, New England and Mid Atlantic Council and Mid-Atlantic and Northeast State Marine Fisheries Staff).
• Provide web applications support to the GARFO fishing community.
• Provide multimedia support to all GARFO staff.
• Act as a backup for mail admin and google sites admin and backup duties.
• Handle installation of SQL Developer and knowledge of setting up data connections within SQL dev. Changing Oracle passwords.
• Create clear and concise documentation for use by other help desk staff and instructions for customers. This may include creating video tutorials and creating and running training labs for staff.
• Accurately record all equipment transactions on a hand receipt and any other means of tracking inventory.
• Visit field sites as necessary and maintain the government defensive driver training certificate in order to drive a Government vehicle. Field sites include New Bedford, MA, Portland, ME, and Orono, ME.
• Pack outgoing IT equipment and deliver it to the mail center. Pick up received IT equipment from the mail area and will unpack and make property custodian aware of all equipment going to and from GARFO and any paperwork arriving with equipment.
• Make sure hand receipts and property passes are filled out for all users taking equipment out of the building or sending equipment to GARFO. Update listings of any equipment going to and from GARFO.
• Provide support to the following: Windows 11, Windows Active Directory, JIRA Service Management, Cisco Anyconnect, Trellix antivirus and encryption, EPolicy Orchestrator (EPO), BeyondTrust remote support tool, Dell laptops and desktops, Client, Canon and Client printers, Google Workspace, Adobe Professional, Microsoft Office Suite, Webex, and other webinar platforms, Multimedia equipment (projectors, microphones, recording equipment), Macbook Pro and iPad, Camtasia and Snagit, Oracle SQL Developer, R and RStudio.

Requirements

• Associates or higher degree in computer science or a related field or at least 4 years equivalent training in information technology or a related area of study.
• Wide range knowledge of computer techniques, requirements, methods, and procedures including approaches used by other agencies to design solutions for application requirements.
• Knowledge, skills and ability to investigate and analyze routine and unusual problems, questions, or conditions associated with a particular application or specialty area and resolve problems.
• Agile Development Methodology experience or similar methodology.
• Possess excellent written and oral communication skills.
• Demonstrated success working in a team environment that includes flexibility working in an organization that is dispersed; coordinating with others; facilitating interactions among team members with diverse skill sets.
• Hold a valid drivers license and be able to obtain defensive driving certification.

Qualifications

IBSS is an affirmative action and equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.