Help Desk Support Service Specialist (Intermediate-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.

Link is quality and compliance-focused, under our guiding philosophy “Mission First, Customer Always". 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.

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 is seeking a Help Desk Support Service Specialist (Intermediate-Level) to join our team at Fort Stewart, GA. 

• Must be a US Citizen 
• DoD Secret Clearance required
• Non-remote (relocation incentive available)

The Help Desk Support Service Specialist will be responsible for supporting the US Army’s Southeastern Regional Network Enterprise Center at Fort Stewart, GA. This role involves providing Tier II concierge-like support to users via email, Microsoft Teams, phone, or walk-in issues. The Specialist will offer support and education in various areas, including hardware, software, mobile devices, networking (VPN and Citrix), system administration, licensing management, and printer support. Additionally, the Specialist will help protect national security while working on innovative projects that offer opportunities for advancement and growth.

Responsibilities:

• Provide technical support and user education while conducting troubleshooting, diagnostics, and user account management. 
• Ensure all issues received via email, phone, walk-in, or assigned by the RNEC during duty hours have a request created and are responded to via email, phone call, or desktop support. 
• 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. 
• Installation of all new computers and the relocation of computers within locations as provided, including backing up and restoring user data. 
• Install computer hardware and software, including patches, and updates while ensuring user functionality and network security. 
• Update and maintain the current approved Microsoft Windows OS images and provide feedback as needed regarding identified issues. 
• Create, update, and maintain standard operating procedures (SOPs) and knowledge base materials. 

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. 

Qualifications

• US Citizen 
• DoD Secret Clearance 
• BA/BS degree in Computer Science, Information Systems, or an IAT Level II Certification (CompTIA Security+ CE, CCNA Security Training, CySA+, GICSP, GSEC, equivalent or higher)
• Four (4+) years of relevant experience with a comprehensive understanding of help desk support.
• Experience with Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix). 
• Microsoft environment certificate for Windows 10, Windows 11, or MS 365 Endpoint within 6 months of hire.

Preferred:

• IAT Level II Certification (CompTIA Security+ CE, CCNA Security Training, CySA+, GICSP, GSEC, equivalent or higher).
• Experience working in a Department of Defense (DoD) environment. 
• Experience with Knowledge Management or process creation. 
• Experience providing quality service and support for mission-critical systems and VIP end users. 
• Excellent communication skills (written and oral) and interpersonal skills. 
• Superior organizational skills, attention to detail, and ability to prioritize and manage multiple tasks. 
• Able to multitask, prioritize, and manage time efficiently Accurate and precise attention to detail. 

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.