Help Desk Support Service Specialist (Intermediate and Senior Level)

About the position

Link Solutions is seeking a Help Desk Support Service Specialist (Intermediate and Senior Level) to join our team in support of the US Army's Network Enterprise Center at Fort Liberty, NC. Must be a US Citizen. Secret Clearance required. Non-remote (relocation incentive available). As a Help Desk Support Service Specialist, you will be the face of our team, providing Tier II concierge-like support to users via email, Microsoft Teams, phone, or walk-in issues. You will provide support and education to users 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, 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.

Responsibilities

• 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.
• Provide technical support and user education, focusing on 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.
• 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.
• Provide daily supervision and direction to personnel across the Help Desk team.
• Provide training and mentorship to Help Desk Support Technicians, helping them develop their skills and knowledge.
• Manage, coordinate, and track work across the Help Desk team.
• Maintain overall responsibility for the Help Desk delivery team.
• Collect and review data for capacity and planning purposes.
• Assist in developing, implementing, testing, and maintaining disaster recovery plans.
• Interface with vendors for procurement & maintenance of all IT infrastructures.
• Support the development and delivery of training sessions to ensure staff understand Help Desk resources.

Requirements

• Must be a US Citizen.
• Active DoD Secret Clearance.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.). Baseline Certification is required within 6 months of hire.
• Intermediate Level: Two (2+) years of IT experience within a Help Desk/Service Desk environment.
• Senior Level: Three (3+) years of experience providing daily supervision and direction to personnel across the Network teams.
• Eight (8+) years of IT experience, preferably within a Help/Service Desk environment.

Nice-to-haves

• 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 Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix).
• Experience providing quality service and support for mission-critical systems and VIP end users.
• Experience working in a Department of Defense (DoD) environment.
• Problem solver and troubleshooter who thrives in resolving complex problems.
• Strong self-starter requiring minimal supervision.
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent 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