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Service Desk Support Level II - Woods Hole, MA

IBSS Corporation

IBSS is seeking a Full Time IT Service Desk Support Specialist to provide technical support to tele-working and remote Northeast Fisheries Science Center (NEFSC) staff located throughout the United States, act as primary point of contact for IT inquiries that may result in service requests and incident resolution, and provide program support to various systems including those that support the organizational mission, basic data analysis, and reporting.

Location: Woods Hole, MA On-Site
Clearance Required: Public Trust Eligible
Salary Range: $65K-$68K

Key Responsibilities:

  • Acts as the primary interface for IT support services for NEFSC end users.
  • Use a ticketing system to log, monitor, and track all customer calls to completion, and ensure a historical database of calls are retained.
  • Use JIRA to log, update, and track projects.
  • 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 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 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.
  • Configure and manage user accounts across systems.
  • Provide formal and informal training to end-users on LAN resources such as computers, mobile devices, printers, faxes, and copiers.
  • Respond to reports of malware infections on computing devices and support remediation.
  • Support other project teams during implementation and testing of changes or enhancements to the LAN and applications.
  • Provide Technical Guidance and Training to level I technicians.

Required Skills /Education/ Certifications & Qualifications:

  • B.S., B.A. or higher degree in computer science or a related field or at least 6 years equivalent training in information technology or a related area of study.
  • CompTIA A+ and Security+ Certified or ability to obtain certification within 6 months after the start date.
  • Demonstrated success working in a team environment.
  • 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, analyze, and resolve routine and unusual issues associated with a particular application or specialty area.
  • Agile Development Methodology experience or similar methodology.
  • Possess excellent written and oral communication skills.
  • Detail oriented and organized with strong analytical skills.

Application Deadline: June 30, 2025
To apply, visit https://ibsscorp.com/careers/