Senior Help Desk Specialist

*Authorized to work in the US required; US Citizenship preferred

*Hybrid Position with 3 days reporting to the office in Gloucester, MA

*Three references required

*Salary Negotiable depending on experience, location, and certification

POSITION DESCRIPTION:

The Senior Help Desk Specialist provides advanced IT support services to NOAA affiliates and the commercial fishing community. This role ensures continuity of operations for mission-critical systems and serves as a technical escalation point within the Technology and Data Management (TDM) Division.

RESPONSIBILITIES:

• Provide Tier 2/3 support for hardware, software, network access, and application issues for local and remote users.
• Support NMFS web and mobile applications used by the fishing industry, including user access and troubleshooting.
• Configure, deploy, and maintain government-furnished IT equipment, including laptops, peripherals, and multimedia systems.
• Support Oracle database connectivity and assist users with SQL Developer configuration and credential management.
• Create and maintain clear, user-friendly documentation, job aids, training materials, and video tutorials.
• Track IT assets, maintain hand receipts, and manage equipment shipping, receiving, and inventory records.
• Provide on-site and field office support as required and maintain defensive driving certification.
• Serve as backup support for email administration and Google Workspace services.

REQUIREMENTS:

• Associate's or Bachelor's degree in IT or related discipline (or equivalent experience).
• 6+ years of progressively responsible IT support experience.
• Strong customer service orientation and experience supporting non-technical users.
• Experience in federal IT environments preferred.
• Windows 11, Active Directory
• JIRA Service Management, JIRA
• Cisco AnyConnect, Trellix, BeyondTrust
• Dell, HP, Canon, Xerox hardware
• Google Workspace, Microsoft Office, Adobe Pro
• Webex and multimedia platforms
• Oracle SQL Developer, R, RStudio

Think Tank is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law.

Compensation for the successful candidate will be determined based on a variety of factors, including education, relevant work experience, work location, specific job responsibilities, professional certifications, and other job-related criteria.

Think Tank also offers a comprehensive benefits package that includes medical, dental, and vision coverage; long-term and short-term disability; and a 401(k) plan. All benefits are subject to eligibility requirements.