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 window

Clearance: Public Trust / DOC Badge eligibility required

Key Responsibilities
End User IT Support
•Provide IT hardware and software setup, configuration, and support for GARFO staff and affiliated tenants.
•Deliver timely and courteous support to local and remote users across the GARFO organization.
•Troubleshoot issues affecting desktop systems, mobile devices, printers, peripherals, and enterprise applications.
•Support Windows-based desktop environments and enterprise productivity platforms.

Application & System Support
•Provide database connection support for NOAA affiliates, including science centers and fisheries management councils.
•Assist the GARFO fishing community with issues related to web applications and mobile application access.
•Support collaboration tools, webinar platforms, and multimedia equipment used by GARFO staff.
IT Administration Support
•Provide backup support for mail administration and Google Sites administration functions.
•Install and configure Oracle SQL Developer and related data connection tools.
•Assist with Oracle password changes and database connectivity troubleshooting.

Documentation & Training
•Develop and maintain clear and concise technical documentation for help desk procedures and troubleshooting guides.
•Create training materials, video tutorials, and training sessions to support end users and staff.

IT Asset & Equipment Management
•Maintain accurate equipment inventory and hand receipt documentation for all IT assets.
•Track and document equipment transactions and inventory updates.
•Prepare and ship IT equipment and coordinate receipt of incoming equipment.
•Ensure property documentation accompanies equipment transfers.

Field Site Support
•Travel to GARFO field locations when necessary to provide onsite IT support.
•Maintain Defensive Driver Training certification to operate Government vehicles when supporting field offices.

Technical Environment Supported
The Help Desk Specialist provides support within the following environment:
•Windows 11
•Windows Active Directory
•JIRA Service Management / JIRA
•Cisco AnyConnect VPN
•Trellix Antivirus and Encryption
•ePolicy Orchestrator (EPO)
•BeyondTrust Remote Support
•Dell laptops and desktops
•HP, Canon, and Xerox printers
•Google Workspace
•Microsoft Office Suite
•Adobe Professional
•Webex and webinar platforms
•Multimedia equipment (projectors, microphones, recording systems)
•MacBook Pro and iPad devices
•Camtasia and Snagit
•Oracle SQL Developer
•R and RStudio

Required Qualifications
•Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
•2–5 years of IT help desk or desktop support experience
•Experience supporting Windows enterprise environments
•Familiarity with Active Directory account administration
•Experience with ticketing systems (JIRA Service Management or similar)
•Strong troubleshooting and customer service skills
•Ability to document technical procedures and support materials
•Ability to obtain a Department of Commerce badge / low-risk background check

Preferred Qualifications
•Experience supporting NOAA, Department of Commerce, or other Federal agencies
•CompTIA A+, Network+, or Security+ certification
•Experience with remote support tools and endpoint management
•Familiarity with database connectivity tools (Oracle SQL Developer)
•Experience supporting collaboration platforms and multimedia equipment

The 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.