Position Description

Help Desk Support
Work Location Woods Hole, MA
Exemption Status Nonexempt
Full Time or Part Time Full time
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Position Description:

ERT is seeking an IT Service Desk Support Specialist to support the Northeast Fisheries Science Center (NEFSC) in Woods Hole, MA. This position will be on-site at the NEFSC. The NEFSC office provides overall management and direction for five laboratories located from Orono, Maine to Sandy Hook, New Jersey. Center operations and information technology are also managed from this location.

This position will be responsible for:

  • Act as the primary interface for IT support services for NEFSC end users; 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.
  • Research, evaluate, and provide feedback on trends and patterns on reported incidents.
  • Participate in the NEFSC change control board meetings and provide user support impact assessment on proposed system change requests.
  • Support other NEFSC project teams during implementation and testing of changes or enhancements to the NEFSC LAN and applications.
  • Provide formal and informal training to end-users on LAN resources such as computers, mobile devices, printers, faxes and copiers.
  • Support the technology needs of NEFSC users with off-site/off-campus meetings and conferences.
  • Install equipment at offices, cubicles and conference rooms, establish and test LAN connectivity and uncrate, accept/test, burn-in computers, laptops, mobile devices, printers and other new peripheral equipment upon receipt.
  • Install approved software on end user computers and other devices.
  • Respond to reports of malware infections on computing devices and support remediation efforts by following established NOAA incident response policy and procedures.
  • Assist NESFC users in scheduling and monitoring video teleconference calls and support the video equipment during conferences.

Additional responsibilities could include:

  • Registering new endpoints, perform diagnostics support, coordinate complex problems with vendors and internal resources and perform maintenance. Train other support technicians on basic operations. policies and procedures.
  • Ensure systems, network, and data users are aware of, understand, and adhere to systems security
  • Facilitating 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.
  • Maintain appropriate telephone calling scripts/messages to ensure that end users are provided relevant, and accurate information as quickly as possible.
  • Developing and managing customer service performance requirements
  • Monitoring the status and progress towards resolution of assigned Incidents.

Required Skills

  • 2 years of experience in computer help desk support.
  • Must have a basic understanding of computer network cabling and network file and print services.
  • Proficiency in computer applications including Windows and Microsoft Office applications, required. Must have strong oral and written communications skills.

Must be able to pass a background investigation to obtain a security badge to enter the applicable government facility.

Education

AA in Computer Science, Information Technology, Mathematics, related field, or equivalent.

Benefits

All full time employees are eligible for the following benefits upon starting: Medical, Dental, Vision, 401(k), Paid Time Off, and 11 Paid Federal Government Holidays.

Location

This position is located in Woods Hole, MA at the Northeast Fisheries Science Center (NEFSC).

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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ERT is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. In compliance with Title VI, ERT may also provide language translation and interpretation services for visitors and employment candidates. If you need special assistance or accommodation while seeking employment, please contact Human Resources via email at ert-hr@ertcorp.com or by phone at 240-554-0161.