IBSS · 1 month ago
Senior Service Desk Support Technician – Level III / On-Site
East Falmouth, MA
Full-time
Onsite
Senior Level, Lead/Staff
$80K/yr - $85K/yr
8+ years expIBSS is a woman-owned small business providing transformational consulting services to various sectors. They are seeking a Senior IT Service Desk Support Technician to provide IT support, act as the primary contact for inquiries, and support various systems.
ConsultingLegalTelecommunications
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Acts as the primary interface for IT support services for end users
Use a ticketing system 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 meetings and provide user support impact assessments 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, 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
Register new endpoints, perform diagnostics support, and perform maintenance
Train other support technicians on basic operations
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
Configure and manage user accounts across systems, and research, evaluate, and provide feedback on trends and patterns of reported incidents
Assist scientists with software model execution (initialization, parameterization, calibration and validation)
Plan, develop, implement, and maintain applications and programs, policies, and procedures to protect the integrity and confidentiality of systems, networks, and data
Facilitate the gathering, analysis, and preservation of evidence used in the prosecution of computer crimes
Qualification
Required
US Citizenship and the ability to obtain a Public Trust Security Clearance
Bachelors. or higher degree in computer science or a related field OR at least 8 years equivalent training in information technology or a related area of study
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
Experience with setting up software and hardware; processing, controlling, and documenting incoming and outgoing data sets and/or hardware systems
Experience in determining how a system should be organized, such as the number and kind of records, files and documents necessary, and the procedures to obtain and organize the required information
Knowledge, skills and ability to investigate, analyze, and resolve issues or conditions associated with a particular application
Strong attention to detail is a must, and the ability to follow all required protocols and procedures for supporting a government organization
Able to work independently with minimal supervision to accomplish tasks
Benefits
Medical
Dental
Vision
Prescription drug coverage with a company-paid deductible
Paid time off
Federal holidays
A matching 401K plan
Tuition/professional development reimbursement
Flex-Spending (FSA)/Dependent Care Account (DCA) options
Company
IBSS
Since 1992, IBSS, a woman-owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Sonya Velasco
Chief Executive Officer
Company data provided by crunchbase