Help Desk Technician (Tier II)

Link Solutions, Inc. • Aberdeen Proving Ground, MD

89d • $60,000 - $78,000

About The Position

Link Solutions is seeking a Help Desk Technician (Tier II) to join our team in Aberdeen Proving Ground, MD. The Help Desk Technician (Tier II) will serve as front-line support for mission-critical personnel located at the U.S. Army Combat Capabilities Development Command Chemical Biological Center (DEVCOM). The technician will be responsible for assisting users with hardware and software issues. As the face of our team, you will work directly with users to troubleshoot and resolve IT problems, providing solutions and user education. You will also provide advanced technical support for escalated issues. Join a team of dedicated professionals at an industry-leading organization, where you will work on innovative projects that contribute to national security. This position offers significant opportunities for career advancement and professional growth while supporting critical missions and operations.

Requirements

• Must be a U.S. Citizen.
• Must be able to obtain and maintain an 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.).
• Five (5+) years or more of directly related help desk/service desk experience.

Nice To Haves

• DoD Secret Clearance
• BA/BS in computer science or information technology.
• Experience providing Tier 2 technical support.
• Proficiency with Microsoft Office products.
• Experience creating and modifying documentation for technical processes and procedures.
• Experience working in a Department of Defense (DoD) environment.
• A 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.

Responsibilities

• Work directly with users and stakeholders to troubleshoot and resolve IT problems.
• Provide user education to increase security, computer efficiency, and knowledge.
• Maintain repositories of self-help guides for common user issues and SOPs for processes and procedures.
• Serve as direct escalation for advanced technical issues.
• Provide additional training and education to junior staff to increase efficiency and reduce time-to-resolve metrics for resolved IT problems.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees