Help Desk Specialist

Who We Are.Platinum Technologies is a Northern Virginia based integrated solutions firm that specializes in Cybersecurity, Cloud and Digital Services to the Public Sector. Our team solves hard problems and helps our Mission Partners achieve their goals. If you are self-motivated, possess demonstrated learning agility, and are passionate about delivering high-quality work products - we want to hear from you.We lead with technical expertise, but that is just the tip of the iceberg - the ‘Why’ matters. At Platinum, we don’t hire people to do a job. We provide professional and leadership development to complement our self-motivated domain experts. Our teammates are dot-connecting leaders that operate in a mutually accountable environment to deliver thought leadership, expert technical analysis, and quality execution for our clients.You.Platinum Technologies is seeking an experienced Help Desk Specialist to provide hardware, software, and application support to personnel, partner agencies, and external stakeholders including members of the fishing industry and fisheries management organizations. The role ensures users maintain reliable access to systems that support fisheries management operations across the Eastern Seaboard from Maine to North Carolina. This position requires strong troubleshooting skills, excellent customer service, and experience supporting enterprise desktop environments and mission applications.This role is hybrid and required to be in the office three days a week for onsite support, meetings and other interactions unless stated otherwise. Schedule: Monday-Friday, 7:00 AM - 5:30 PM ET operational windowClearance: Public Trust / DOC Badge eligibility requiredKey ResponsibilitiesEnd User IT SupportProvide IT hardware and software setup, configuration, and support for GARFO staff and affiliated tenantsDeliver timely and courteous support to local and remote users across the GARFO organizationTroubleshoot issues affecting desktop systems, mobile devices, printers, peripherals, and enterprise applicationsSupport Windows-based desktop environments and enterprise productivity platformsApplication & System SupportProvide database connection support for NOAA affiliates, including science centers and fisheries management councilsAssist the GARFO fishing community with issues related to web applications and mobile application accessSupport collaboration tools, webinar platforms, and multimedia equipment used by GARFO staffIT Administration SupportProvide backup support for mail administration and Google Sites administration functionsInstall and configure Oracle SQL Developer and related data connection toolsAssist with Oracle password changes and database connectivity troubleshootingDocumentation & TrainingDevelop and maintain clear and concise technical documentation for help desk procedures and troubleshooting guidesCreate training materials, video tutorials, and training sessions to support end users and staffIT Asset & Equipment ManagementMaintain accurate equipment inventory and hand receipt documentation for all IT assetsTrack and document equipment transactions and inventory updatesPrepare and ship IT equipment and coordinate receipt of incoming equipmentEnsure property documentation accompanies equipment transfersField Site SupportTravel to GARFO field locations when necessary to provide onsite IT supportMaintain Defensive Driver Training certification to operate Government vehicles when supporting field officesTechnical Environment SupportedThe Help Desk Specialist provides support within the following environment:Windows 11Windows Active DirectoryJIRA Service Management / JIRACisco AnyConnect VPNTrellix Antivirus and EncryptionePolicy Orchestrator (EPO)BeyondTrust Remote SupportDell laptops and desktopsHP, Canon, and Xerox printersGoogle WorkspaceMicrosoft Office SuiteAdobe ProfessionalWebex and webinar platformsMultimedia equipment (projectors, microphones, recording systems)MacBook Pro and iPad devicesCamtasia and SnagitOracle SQL DeveloperR and RStudioRequired QualificationsBachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)2-5 years of IT help desk or desktop support experienceExperience supporting Windows enterprise environmentsFamiliarity with Active Directory account administrationExperience with ticketing systems (JIRA Service Management or similar)Strong troubleshooting and customer service skillsAbility to document technical procedures and support materialsExperience supporting users in fisheries management, marine science, or environmental regulatory organizationsFamiliarity with the commercial fishing industry or fisheries management processes (permits, quotas, reporting, etc.)Supported software systems used for regulatory reporting, permitting, or compliance trackingAbility to obtain a Department of Commerce badge / low-risk background checkPreferred QualificationsExperience supporting NOAA, Department of Commerce, or other Federal agenciesCompTIA A+, Network+, or Security+ certificationExperience with remote support tools and endpoint managementFamiliarity with database connectivity tools (Oracle SQL Developer)Experience supporting collaboration platforms and multimedia equipmentThe Company is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.  We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.