Service Desk Support Specialist (Intermediate/Senior)

Link Solutions, Inc.•Orlando, FL

6d•Onsite

About The Position

Link Solutions is seeking Service Desk Support Specialists (Intermediate/Senior) to join our team in Orlando, FL. This role supports the Program Executive Office for Simulation, Training and Instrumentation (PEO STRI) headquarters and provides Tier II technical support for Government users supporting mission-critical operations. The specialist will be responsible for troubleshooting hardware, software, and account-related issues while providing concierge-level customer support through various communication channels. The ideal candidate will have strong technical troubleshooting skills, exceptional customer service abilities, and experience supporting Microsoft enterprise technologies within a secure environment. This role collaborates closely with systems administrators, network administrators, cybersecurity personnel, and end users to ensure efficient issue resolution and exceed customer service expectations, ultimately supporting organizational productivity and mission success.

Requirements

U.S. Citizen with an active DoD Secret Clearance.
DoD 8570/8140 IAT Level II certification or higher (CompTIA Security+ or equivalent).
Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
Intermediate-Level: Four (4+) years of experience supporting enterprise IT environments, preferably within a Help Desk or Service Desk environment.
Senior-Level: Eight (8+) years of experience supporting enterprise IT environments, preferably within a Help Desk or Service Desk environment.
Extensive experience providing Tier II/III technical support, troubleshooting complex issues, and supporting enterprise end-user technologies (Senior-Level).
Experience mentoring junior technicians and supporting service delivery improvement initiatives (Senior-Level).
Baseline certification required within six (6) months of hire if not already obtained.

Nice To Haves

Bachelor's degree in Computer Science, Information Technology, IT Service Management, or a related technical discipline.
Microsoft certifications supporting Windows 10, Windows 11, or Microsoft 365 Endpoint Administration.
ITIL v4, HDI, or other Service Management certifications.
Experience supporting Active Directory, Windows 10/11, Microsoft Office 365, Microsoft Teams, iPhone/iOS devices, and remote desktop technologies including Citrix.
Experience working within Department of Defense (DoD) environments.
Experience with knowledge management initiatives, process improvement, and technical documentation development.
Experience supporting mission-critical systems and high-profile or VIP customers.
Experience leading small teams and fostering a culture of collaboration, continuous learning, and operational excellence.

Responsibilities

Provide Tier II service desk support to users through email, Microsoft Teams, telephone, and walk-in support channels.
Work with the Project Manager and technical teams to develop and implement solutions that improve team performance and service delivery.
Receive, create, document, prioritize, and track service requests, trouble tickets, and work orders through resolution.
Route tickets and service requests to appropriate technical teams while ensuring timely follow-up and communication.
Verify and maintain accurate customer and technical information within ticketing systems.
Provide technical support, troubleshooting, diagnostics, and user education for hardware, software, network, and account-related issues.
Ensure all support requests received through approved channels are properly documented, assigned, tracked, and resolved.
Support user account management activities, including Active Directory account administration and access requests.
Troubleshoot and support enterprise technologies including Windows 10 and Windows 11, Microsoft Office 365, Microsoft Teams, OneDrive, SharePoint, Microsoft Active Directory, Trellix HBSS, Trellix HIPS, iOS devices, and related applications.
Install, configure, deploy, relocate, and support desktop and laptop computers, peripherals, and mobile devices.
Perform data backup and restoration activities associated with workstation deployments, refreshes, and relocations.
Install hardware, software, updates, and security patches while ensuring system functionality and compliance with cybersecurity requirements.
Develop and deliver technical training and knowledge-sharing sessions that enhance team capabilities and improve service quality.
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.