IT Support Specialist

Link Solutions, Inc.•Orlando, FL

37d•$60,000 - $70,000•Onsite

About The Position

Link Solutions is seeking an IT Support Specialist to join our team in Orlando, FL. This role supports the South East Region Cyberspace Support Center (RCSC) and is a key member of the service delivery team supporting mission-critical government operations. The position focuses on customer service and operational support, facilitating communication, service coordination, and support delivery between end users, Government stakeholders, and technical teams. The ideal candidate is highly organized, detail-oriented, and customer-focused, with strong communication and administrative skills. Experience supporting IT operations, managing documentation and records, and working within fast-paced enterprise or Department of Defense environments is preferred. This role is best suited for individuals who excel in customer support, process coordination, and operational administration rather than hands-on technical support activities.

Requirements

U.S. Citizen.
Active DoD Secret Clearance.
Four (4) years of experience supporting IT operations, service desk activities, ticket management, customer support, help desk operations, or related information technology functions.
Experience utilizing ServiceNow, ticket management systems, IT service management (ITSM) platforms, or enterprise support tools.
Experience developing, maintaining, and managing reports, technical documentation, records, schedules, or configuration management documentation.
Experience supporting customer service operations within an IT, service desk, or help desk 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.
Ability to interact professionally with customers, Government personnel, and technical teams.

Nice To Haves

Experience supporting Department of Defense (DoD) or Federal Government IT environments.
Experience generating operational reports, performance metrics, or service-level reporting.
Experience supporting process improvement, knowledge management, or quality assurance initiatives.
Familiarity with configuration management principles and recordkeeping practices.

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.