Computer User Support Specialist (Senior-Level)

Company Description

Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services.

If you’re looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions! Link is quality and compliance-focused, under our guiding philosophy “Mission First, Customer Always".

We are ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2013 certified and appraised for CMMI ML3 for Services and Development.

Job Description

Link Solutions, Inc. is seeking a Computer User Support Specialist (Senior-Level) to join our team in Edgewood, MD.

• Must be a US Citizen 
• Non-Remote (relocation incentive available)

The Computer User Support Specialist will be responsible for collaborating with infrastructure engineers and administrators to maintain and enhance secure systems at the Chemical Biological Center IT Mission Support Center (ITMSC). The ITMSC provides Tier 2 concierge-like IT support to more than five hundred users which encompasses support in various areas of hardware, software, mobile devices, networking (VPN and Citrix), system administration, licensing management, and printer support.

Become an integral part of a professionally diverse team while working at an industry-leading organization. This is a great opportunity that will allow you to work on innovative projects that offer advancement and growth while helping protect our national security.

Job Responsibilities:

• Installation of all new computers and the relocation of computers within locations as provided. Install all computer hardware and software to ensure the user is fully functional and operational without errors and preserve the user’s data to be transferred to the new PC.
• Diagnose and repair hardware and software-related issues for computers, network printers and scanners, and mobile devices across unclassified and classified environments.
• Ensure all issues received via email, walk-in, or assigned by the RNEC during duty hours are responded via email, phone call, or deskside support within Service Level Agreements (SLAs).
• Provide troubleshooting and support using automated tools and diagnostics for various hardware and software platforms including but not limited to Windows 10, iOS, Microsoft Office 365, OneDrive, Trellix HBSS and HIPS, SharePoint, and Microsoft Active Directory.
• Ability to monitor compliance with information management policies during account verification and management within the Army Training Certified Tracking System.
• Update and maintain the current approved Microsoft Windows OS images and provide feedback, software, and configuration changes to the RCC and NEC imaging teams.
• Develop, test, and implement new software and patches before release to the general user base.
• Provide elevated quality service and support for the mission-critical systems and VIP end users.
• Guide technical aspects of computers and system use to organization users.
• Perform technical functions such as system analysis, user and server account creation tracking, group policy management, scripting, and accounts management.
• Specialized subject matter expertise in one or more areas of the service desk operations.
• Facilitate and set up video teleconference events for end users through CISCO and Microsoft Teams-based systems.
• Provide updates to the team, management, and users regarding the status of current video teleconference events.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Shift:

Service Desk coverage consists of opening or closing shifts scheduled between the hours of 7:00 am to 5:00 pm, Monday through Friday, except for Federal Holidays and inclement weather and site closures.

Qualifications

• Must be a US Citizen.
• Must have or be able to obtain and maintain a Secret Clearance (willing to sponsor the right candidate).
• BA/BS degree in Computer Science, Information Systems, or a related field or two (2+) years in a desktop support role with a comprehensive understanding of computer science concepts.
• IAT Level II Certification (CompTIA Security+ CE, CCNA Security Training, CySA+, GICSP, GSEC) equivalent or higher.
• Computing environment certification or certificate of training relevant to job duties and approved by the Information System Security Manager (ISSM) within 6 months of appointment

Abilities:

• Active (T3) Secret Clearance.
• BA/BS degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts.
• Experience with Dameware, Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix) is preferred.
• Experience working in a Department of Defense (DoD) environment.
• Experience with Knowledge Management or process creation.
• Ability to organize, prioritize, and meet deadlines
• Strong written and verbal communication
• Capable of conveying complex information in a simplistic manner
• Strong critical thinking and problem-solving skills
• Strong self-starter requiring minimal supervision
• Able to take proactive measures to prevent future incidents.

Security Clearance:

• US Citizenship is required.
• Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.
• DoD Security Clearance is required (Secret-Level minimum). 
• A DoD Interim Security Clearance (Secret-Level minimum) is accepted until full DoD Security Clearance has been granted.

Physical Requirements:

Work may involve sitting or standing for extended periods. The position may require typing and reading from a computer screen. Must have enough mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. This may include lifting weight up to thirty (30) pounds, as necessary.

Additional Information

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays, paid time off, medical, dental, vision, company-paid long and short-term disability, life insurance, referral bonuses, relocation incentive program, certification reimbursement program, retirement, and more.

Link Solutions, Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines.