Service Desk Support – Level I

Location: On Site, East Falmouth, MA. Public Trust clearance eligible.

About the role

IBSS is seeking a Full Time, On-Site, Level I 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.

Responsibilities

• Act as the primary interface for IT support services for NEFSC 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 assessment 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 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 are aware of, 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.
• Monitor the status and progress towards resolution of assigned incidents, configure and manage user accounts across systems, and research, evaluate, and provide feedback on trends and patterns of reported incidents.
• Support preparation and control of recurring and modified electronic data processing production jobs, and/or provide support to PC and network users.
• Examine input data for application processing or digital conversion to support computer specialists, scientists, engineers, or other users.
• Set up software and hardware; generate runs or compile procedures to process datasets; process, control, and document incoming and outgoing data sets and/or hardware systems.
• Participate in preparation, scheduling, and coordination required for processing activities; determine methods to produce desired product; analyze instructions/error messages to modify or correct data within system constraints.

Requirements

• Minimum of 3 years of training or H.S. Diploma plus equivalent related experience in PC and/or server operating systems, hardware and application software.
• CompTIA A+ Certified or ability to obtain certification within 6 months after start date.
• 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 working with Active Directory (AD) administration.
• 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.

Desired Skills

• Able to work independently with minimal supervision to accomplish tasks.
• Agile Development Methodology experience or similar methodology.
• Excellent written and oral communication skills.
• Detail oriented and organized with strong analytical skills.
• Demonstrated success working in a team environment that includes flexibility working with a dispersed organization; coordinating with the work of others; facilitating interactions among team members with diverse skill sets.

About IBSS Corp.

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.

Benefits

• Medical, dental, vision, and prescription drug coverage with a company-paid deductible.
• Paid time off and federal holidays.
• Matching 401K plan.
• Tuition/professional development reimbursement.
• Flex-Spending (FSA)/Dependent Care Account (DCA) options.

Pay

$55K - $58K