Senior Service Desk Support Technician – Level III / On-Site

IBSS; East Falmouth (MA); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off and federal holidays

Matching 401(k) plan

Tuition/professional development reimbursement

Job summary

A technology consulting firm in East Falmouth, MA, is seeking a Senior Service Desk Support Technician to provide IT support and manage inquiries. The role requires a Bachelor's degree in Computer Science or equivalent experience, and the ability to obtain a Public Trust Security Clearance. Key responsibilities include supporting users, managing software/hardware, and training technicians. A competitive salary of $80k-$85k is offered, along with a comprehensive benefits package including medical, dental, and 401(k) contributions.

Qualifications

• 8 years of equivalent training in information technology is acceptable in lieu of a degree.
• Ability to obtain a Public Trust Security Clearance.
• Experience with setup and support of software and hardware.

Responsibilities

• Provide IT support and act as the primary point of contact for inquiries.
• Use a ticketing system to log and track customer calls.
• Train other support technicians on basic operations.
• Manage user accounts and support off-site meetings.

Skills

U.S. Citizenship

CompTIA A+ Certified

CompTIA Security+ Certified

Attention to detail

Independent work capabilities

Experience in IT support

Analytical skills

Education

Bachelor's degree in Computer Science

Tools

JIRA

Job description

Senior Service Desk Support Technician – Level III / On-Site

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Job Title: Senior Service Desk Support Technician - Level III
Location: East Falmouth, MA (On-Site)
Clearance Required: Public Trust Eligible
Salary: $80k-$85K / Based on Years of Experience
Application Deadline: January 31, 2026

How to Apply

• Visit https://ibsscorp.com/careers/
• Select the position you are interested in
• Review the job details, then click Apply Now
• Complete and submit your application

Job Description

IBSS is seeking a full‑time Senior IT Service Desk Support Technician to provide IT support, act as the primary point of contact for inquiries that may result in service requests and incident resolution, and provide program support to various systems.

Key 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 is retained.
• Use JIRA to log, update, and track all projects to completion, and ensure a historical database of all projects is 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, with some travel 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.

Required Skills / Education / Certifications & Qualifications

• U.S. Citizenship and the ability to obtain a Public Trust Security Clearance.
• Bachelor's degree in computer science or a related field, or at least 8 years of equivalent training in information technology.
• 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 providing 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 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.

About IBSS Corp.

Since 1992, IBSS, a woman‑owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors. Our services include cybersecurity, enterprise information technology, environmental science and engineering (including oceans, coasts, climate, and weather), and professional management services. We invest in employee growth and development, give back to the community, and strive to leave something better for the next generation. We measure our success by the positive impact we have on employees, clients, partners, and communities.

IBSS offers a competitive benefits package that includes medical, dental, vision, and prescription drug coverage with a company‑paid deductible, paid time off, federal holidays, a matching 401(k) plan, tuition/professional development reimbursement, and Flex‑Spending (FSA)/Dependent Care Account (DCA) options.

IBSS is an affirmative action and equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Click https://www.eeoc.gov/poster to see that the EEO is the law. Please direct any inquiries to the HR Department email at [e-mail]. If you require reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Talent Acquisition Department at [e-mail].

Additional Information

Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: IT Services and IT Consulting

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