Service Desk Support – Level I

Job Title: Service Desk Support – Level I
Location: On Site, Woods Hole, MA
Clearance Required: Public Trust Eligible

Description
IBSS is seeking a Full Time Service Desk Support Specialist to provide remote desktop support to tele-working and remote 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.

Key Responsibilities:

• Acts as the primary interface for IT support services for NEFSC end users.
• Use desk ticketing to log and track all customer calls to completion, and ensure a historical database of calls are retained.
• Use JIRA to log, update, and track all projects to completion, and ensure a historical database of all projects are retained.
• Participate in board 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 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.

Required Skills /Education/ Certifications & Qualifications:

• 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 with preparation and control of recurring and modified electronic data processing production jobs, and/or or provide support to PC and network users.
• Ability to support computer specialists, scientists, engineers, or other users by examining input data for application processing, or for digital conversion.
• Experience with setting up software and hardware; generating runs or compile procedures to process datasets; processing, controlling, and documenting incoming and outgoing data sets and/or hardware systems.
• Ability to 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.

Desired Skills:

• Able to work independently with minimal supervision to accomplish tasks.
• Agile Development Methodology experience or similar methodology desired
• Possess 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 team in an organization that is dispersed; coordinating with the work of others; facilitating interactions among team members with diverse skill sets.