Computer User Support Specialist

Linksolutions - Aberdeen Proving Ground, MD

Full-time - Entry Level

Aberdeen Proving Ground, MD

Professional, Scientific, and Technical Services

About the position

The Computer User Support Specialist at Link Solutions, Inc. is responsible for providing Tier 2 support to over three hundred users at the Aberdeen Proving Ground, Maryland. This role involves troubleshooting and resolving hardware, software, and networking issues, ensuring compliance with information management policies, and maintaining operational efficiency for users. The position emphasizes a commitment to quality service and support, contributing to the organization's mission of protecting national security.

Responsibilities

• Perform technical functions such as system analysis, user and server account creation tracking, group policy management, scripting, and accounts management.
• Ensure all issues received via email, walk-in, or assigned by the RNEC during duty hours are responded to via email, phone call, or through desktop support.
• Provide troubleshooting and support using automated tools and diagnostics for various hardware and software platforms including Windows 10, iOS, Microsoft Office 365, OneDrive, Trellix HBSS and HIPS, SharePoint, and Microsoft Active Directory.
• Installation of new computers and the relocation of computers within locations as provided, ensuring users are fully functional and operational without errors.
• Monitor compliance with information management policies during account verification.
• Update and maintain the current approved Microsoft Windows OS images and provide feedback, software, and configuration changes.
• Diagnose and repair hardware and software-related issues for computers, network printers and scanners, and mobile devices across unclassified and classified environments.
• Develop, test, and implement new software and patches prior to release to the general user base.
• Provide guidance on technical aspects of computers and systems used by organization users.

Requirements

• Must be a US Citizen.
• Secret Clearance required.
• AA degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts or two (2+) years of relevant experience in lieu of degree.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• Computing environment Information System Security Manager (ISSM) certification (or the certificate may be obtained within 6 months of hire).
• Experience with Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix).

Nice-to-haves

• Active secret clearance.
• BA/BS degree in IT Service Management, Computer Science, Information Systems, or a related field.
• IAT Level III Certification equivalent or higher per DoD 8570/DoD 8140 (CASP+, CCNP Security, CISA, CISSP, GCED, GCIH, etc.).
• Experience with Dameware, Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix).
• Experience using SolarWinds Web Helpdesk and Remedy.
• 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.

Benefits

• Paid holidays
• Paid time off
• Medical insurance
• Dental insurance
• Vision insurance
• Company-paid long and short-term disability
• Life insurance
• Referral bonuses
• Relocation reimbursement program
• Certification reimbursement program
• Retirement plan