Position Description

Help Desk Specialist
Work Location Falmouth, MA
Exemption Status Exempt
Full Time or Part Time Full time
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Background
The Northeast Fisheries Science Center (NEFSC) Data Management Systems Program (DMS) supports Information Technology (IT) services for various laboratories and field stations from Maine to New Jersey. NEFSC programs and remote offices have applications and systems that rely on DMS provided infrastructure and operational capability to execute their mission. These mission requirements are derived from the Magnuson-Stevens Fishery Conservation and Management Act and can vary based on many factors including legislative changes, NMFS/NOAA/Department of Commerce/Office of Management of Budget requirements and legal guidance. 

Position Description
The Help Desk Specialist will be the initial point of contact for information technology and program support services for NEFSC programs and staff based at the NEFSC facilities. Will provide support to on-site staff and remote desktop support to the tele-working staff located throughout the United States. Will work in a predominantly Windows environment where user operating system ranges from Windows 10 to Linux desktops. Will support video teleconference capability used by various NEFSC executives using Cisco, GoToWebinar/Meeting, and Google Hangout technology. Specific duties include:

  • Will develop complex routines and detailed sequences of internal program logic by coding, testing, and debugging. 
  • Will lead and develop test data and appropriate testing procedures, analyze, and evaluate the results.  
  • Assist scientists with data summaries, scientific manuscript development, software application development, model execution (initialization, parameterization, calibration, and validation), and may include presentation of results at scientific meetings.
  • Plan, develop, implement, and maintain programs, policies, and procedures to protect the integrity and confidentiality of systems, networks, and data.
  • Use the automated web-based service desk ticketing to log and track all customer calls to completion and ensure a historical database of calls are retained.
  • Support other NEFSC project teams during implementation and testing of changes or enhancements to the NEFSC LAN and applications.
  • Support the technology needs of NEFSC users with off-site/off-campus meetings and conferences. May require local area travel to transport equipment to support off-site/off campus meetings.
  • Patch client- based systems using BigFix utility.
  • Provide McAfee support and acts as the Subject Matter Expert for client computer encryption and support at NEFSC
  • Ensure systems, network, and data users are aware of, understand, and adhere to systems security policies and procedures.
  • Facilitate the gathering, analysis, and preservation of evidence used in the prosecution of computer crimes.
  • Develop, institute, and maintain Standard Operating Procedures (SOP) in the areas of incident management, service requests and Application Support services.

Required Skills

  • Experience leading IT projects or studies and ability to perform basic IT functions.
  • 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. 
  • Ability to develop basic routines and detailed sequences of internal program logic by coding, testing, and debugging. 
  • Ability to develop test data and appropriate testing procedures, analyzes and evaluates the results. 
  • Knowledge of basic to wide range 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 particular applications or specialty area and resolve problems.
  • Work independently and utilize experience and judgement to resolve technical issues before escalating trouble tickets.
  • Proficient with a variety of the field's concepts, practices and procedures.

Education

  • BS in Computer Science, related degree, or equivalent.  Degree may be substituted for 6 years equivalent training in information technology.
  • CompTIA A+ Certified or ability to obtain certification within 6 months after start of Task Order. 
  • CompTIA Security+ Certified or ability to obtain certification within 6 months after start of Task Order.

COVID-19 Response: Must be in compliance with Executive Order 14042 which requires Federal Contractors to be vaccinated against COVID-19.

Must be a US Citizen or Permanent Resident and be able to pass a background investigation to obtain a security badge to enter the applicable government facility.

ERT is a VEVRAA Federal Contractor and Equal Opportunity/Affirmative Action employer - All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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