IT Support Specialist
About The Position
Link Solutions is seeking an IT Support Specialist to join our team in Orlando, FL. This role is non-remote and requires U.S. Citizenship and an Active DoD Secret Clearance. The IT Support Specialist will support the South East Region Cyberspace Support Center (RCSC) and be responsible for coordinating ticket management, service request tracking, operational reporting, and customer support activities supporting mission-critical government operations. This role serves as a key member of the service delivery team and is responsible for managing ticket workflows, monitoring service performance metrics, maintaining operational records, and ensuring support requests are accurately documented and processed. The successful candidate will work closely with technical teams, Government stakeholders, and support personnel to ensure efficient service delivery and exceptional customer support. The ideal candidate is highly organized, detail-oriented, customer-focused, and experienced in ticket management, documentation, reporting, and IT operations support within enterprise or Department of Defense environments.
Requirements
- U.S. Citizen.
- Active DoD Secret Clearance.
- Minimum of four (4) years of experience supporting IT operations, service desk activities, ticket management, customer support, or related information technology functions.
- Experience utilizing ticket management systems, service management platforms, or enterprise support tools.
- Experience developing, managing, and maintaining schedules, reports, technical documentation, and configuration management records.
- Experience supporting customer service operations within an IT environment.
- Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
- Strong written and verbal communication skills.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced operational environment.
Nice To Haves
- Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field.
- Experience working within a Department of Defense (DoD) environment.
- Experience with ServiceNow, AESMP, or similar IT Service Management (ITSM) platforms.
- Experience supporting Knowledge Management initiatives, process development, or documentation programs.
- Experience providing support for mission-critical systems and high-visibility customers.
- Familiarity with ITIL, service management principles, and customer support best practices.
- Excellent written, verbal, and interpersonal communication skills.
- Superior organizational skills, attention to detail, and ability to prioritize and manage multiple tasks effectively.
- Strong analytical and problem-solving skills.
Responsibilities
- Utilize the AESMP (ServiceNow) platform to create, update, manage, track, and close service requests, incidents, and work orders.
- Monitor ticket queues and ensure service requests are properly documented, prioritized, assigned, and resolved within established service levels.
- Maintain accurate records within ticketing systems, ensuring data integrity and completeness.
- Generate and maintain operational reports related to service desk activities, ticket status, performance metrics, and customer support operations.
- Monitor ticketing metrics and identify opportunities to improve service delivery, operational efficiency, and customer satisfaction.
- Support quality assurance reviews to ensure compliance with established procedures, policies, and customer requirements.
- Update and maintain ticket databases and track incidents, work orders, service requests, and support activities.
- Collaborate with technical teams, project managers, and Government stakeholders to support operational requirements and service delivery objectives.
- Assist with documentation management, schedule development, records maintenance, and configuration management activities.
- Support process improvement initiatives, knowledge management efforts, and operational reporting requirements.
- Develop and maintain standard operating procedures, process documentation, and knowledge articles.
- Ensure compliance with company policies, customer requirements, and applicable government regulations.
- Provide exceptional customer service while supporting mission-critical systems and operations.
Benefits
- paid holidays
- paid time off
- medical
- dental
- vision
- company-paid long and short-term disability
- life insurance
- referral bonuses
- relocation reimbursement incentive
- certification reimbursement program
- retirement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
