Help Desk Support Analyst (Entry-Level)

Link Solutions, Inc.•Frederick, MD

6d•$50,000 - $65,000•Onsite

About The Position

Link Solutions is seeking a Help Desk Support Analyst (Entry-Level) to join our team in support of the Defense Health Agency (DHA) Operational Medical Systems (OPMED) at Ft. Detrick, MD. The Help Desk Support Analyst will support and maintain the functionality, performance, and efficiency of desktop computing systems used in support of OPMED operations. In this role, the Analyst will provide technical assistance to end users, including troubleshooting and resolving hardware, software, and peripheral-related issues. Working as part of Tier I and Tier II support teams, the Analyst will respond to service requests and incident tickets to ensure uninterrupted operations and high levels of customer support. Become an integral part of a professionally diverse team while working at an industry-leading organization, where work/life balance and employees come first. 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.

Requirements

U.S. Citizen with an active Secret (T3) security clearance or the ability to obtain and maintain a clearance required.
IAT Level I certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA A+, Network+, Security+ CE, etc.).
One (1+) years of experience providing Help Desk, Service Desk, or technical support services in an enterprise information technology environment.
Entry-level IT professional with a strong passion for technology demonstrated through education, certifications, personal projects, or technology-related hobbies.
Excellent communication and interpersonal skills with the ability to interact confidently and professionally with users and team members.
Strong desire to learn, grow, and build a long-term career in Information Technology.
Experience supporting and troubleshooting Microsoft Windows desktop and laptop systems, including remote support and connectivity troubleshooting.
Working knowledge of Microsoft Windows operating systems, Microsoft Office 365 applications, and common desktop software, with the ability to quickly learn and support new applications and technologies.
Experience diagnosing and resolving hardware, software, peripheral, and network connectivity issues.
Familiarity with troubleshooting and supporting local and network-connected printers.

Nice To Haves

Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related technical discipline.
Experience supporting information technology systems within a Department of Defense (DoD) or other regulated government environment.
Demonstrated troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues in mission-critical environments.
Self-motivated professional with the ability to work independently and manage multiple priorities with minimal supervision.
Experience providing technical support and customer service for mission-critical systems, including support for senior leaders and VIP users.
Strong written and verbal communication skills, with the ability to effectively interact with technical and non-technical stakeholders.
Excellent organizational skills, attention to detail, and the ability to prioritize competing requirements in a fast-paced operational environment.

Responsibilities

Provide Tier I and Tier II technical support to end users by responding to service requests, troubleshooting hardware and software issues, identifying root causes, implementing solutions, and escalating complex issues when necessary to ensure timely resolution.
Install, configure, maintain, relocate, and support desktop and laptop computers, mobile devices, printers, and related peripherals in support of organizational operations.
Troubleshoot and resolve operating system, software application, network connectivity, cabling, and configuration issues to minimize user downtime and maintain operational effectiveness.
Support Microsoft Windows operating systems, Microsoft Office 365 applications, standard desktop software, and other enterprise technologies.
Utilize the organization's ticketing system to document, track, prioritize, and manage service requests and incident resolution activities in accordance with established service levels.
Perform account management activities, system access support, and end-user assistance to ensure a positive customer support experience.
Assist with workstation deployments, equipment upgrades, hardware replacements, software installations, and technology refresh initiatives.
Maintain accurate documentation of technical issues, resolutions, system configurations, and support activities.
Collaborate with other IT support teams to resolve complex technical issues and ensure continuity of operations.
Perform physical tasks associated with IT support, including lifting, transporting, installing, and organizing computers, monitors, printers, and other technology equipment as required.