Service Desk Support Specialist (Senior-Level)

Link Solutions, Inc.•Orlando, FL

8d•$75,000 - $85,000•Onsite

About The Position

Link Solutions is seeking a Service Desk Support Specialist (Senior-Level) to join our team in Orlando, FL. This role supports the South East Region Cyberspace Support Center (RCSC) and provides advanced Tier II/III technical support for Government users supporting mission-critical operations. The position involves troubleshooting complex hardware, software, account access, and end-user computing issues with a focus on concierge-level customer support. The successful candidate will act as a senior technical resource, contributing to service delivery improvements, mentoring junior team members, and ensuring high customer satisfaction. This role collaborates with systems administrators, network administrators, cybersecurity personnel, project managers, and Government stakeholders to ensure efficient issue resolution and maintain operational readiness.

Requirements

U.S. Citizen
Active DoD Secret Clearance.
Eight (8+) years of experience supporting enterprise IT environments, preferably within a Help Desk, Service Desk, or End User Support environment.
IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
Experience troubleshooting and resolving complex hardware, software, operating system, Microsoft 365, Active Directory, and network connectivity issues.
Experience supporting Windows 10/11, Microsoft 365, Microsoft Teams, Active Directory, SharePoint, OneDrive, and enterprise endpoint devices.
Experience leading incident resolution efforts and serving as an escalation point for complex technical issues.
Experience administering Active Directory user accounts, group memberships, permissions, and access controls.
Experience supporting VIP users, executives, or mission-critical operational environments with a high degree of professionalism and responsiveness.
Experience deploying, configuring, and maintaining desktops, laptops, mobile devices, peripherals, and workstation refresh programs.
Experience developing technical documentation, SOPs, knowledge base articles, and training materials.
Experience mentoring junior technicians and providing technical leadership within a service desk environment.
Experience with ITSM platforms for incident, problem, change, and service request management.
Knowledge of cybersecurity best practices, endpoint security tools, vulnerability remediation, and compliance requirements.
Baseline certification required within six (6) months of hire if not already obtained.

Nice To Haves

Bachelor's degree in Computer Science, Information Technology, Information Systems, IT Service Management, or a related technical discipline.
Microsoft certifications supporting Windows 10, Windows 11, Microsoft 365 Endpoint Administration, or related technologies.
ITIL v4 Foundation, HDI, or other Service Management certifications.
Experience supporting Active Directory, Windows 10/11, Microsoft Office 365, Microsoft Teams, OneDrive, SharePoint, and iOS devices.
Experience supporting Citrix, remote desktop technologies, and virtual desktop environments.
Experience working within Department of Defense (DoD) environments.
Experience with knowledge management initiatives, process improvement efforts, and technical documentation development.
Experience supporting mission-critical systems and high-visibility or VIP customers.
Experience leading small teams and fostering a culture of collaboration, continuous learning, and operational excellence.
Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Provide Tier II/III service desk support through email, Microsoft Teams, telephone, remote support sessions, and walk-in customer engagements.
Receive, document, prioritize, track, and resolve incidents, service requests, trouble tickets, and work orders.
Route tickets and service requests to appropriate technical teams while ensuring timely communication and follow-up.
Troubleshoot and resolve complex hardware, software, operating system, application, network connectivity, and account-related issues.
Support user account management activities, including Active Directory administration, password resets, access requests, and account maintenance.
Install, configure, deploy, relocate, and support desktop computers, laptops, mobile devices, and associated peripherals.
Support Windows 10, Windows 11, Microsoft 365, Microsoft Office applications, Microsoft Teams, OneDrive, SharePoint, Active Directory, Trellix HBSS, Trellix HIPS, iOS devices, and related technologies.
Perform workstation deployment, refresh, relocation, backup, and restoration activities.
Install software, updates, patches, and security configurations while ensuring compliance with cybersecurity requirements.
Develop and deliver technical training, mentoring, and knowledge-sharing sessions to enhance team performance and service quality.
Create and maintain technical documentation, knowledge base articles, standard operating procedures (SOPs), and process documentation.
Support VIP users and mission-critical systems while delivering exceptional customer service and responsiveness.
Work with project managers and technical teams to identify opportunities for process improvement and enhanced service delivery.
Support continuous improvement initiatives focused on operational efficiency, customer satisfaction, and service desk performance.
Assist in the development and implementation of support processes, procedures, and best practices.