Service Desk Technician (Intermediate-Level)

Link Solutions, Inc.•Aberdeen Proving Ground, MD

3d•$47,000 - $63,000•Onsite

About The Position

Link Solutions is seeking a Service Desk Technician (Intermediate-Level) to join our team at Aberdeen Proving Ground, MD. The Service Desk Technician will serve as the front line and trusted face of our team, engaging directly with users and stakeholders to deliver responsive, high-quality support for Tier I and Tier II technical issues in support of the Army Research Laboratory. In this role, you will play a critical part in ensuring operational continuity and an exceptional user experience across a dynamic environment. Join a team of highly skilled professionals at a leading organization, where innovation and mission impact go hand in hand. You will have the opportunity to contribute to cutting-edge initiatives that support national security, while benefiting from meaningful career advancement, ongoing professional development, and the chance to make a visible difference in mission-critical operations.

Requirements

U.S. Citizen with an active DoW Secret Clearance.
Five (5+) years of relevant experience working in an IT or Service Desk environment.
IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
Ability to work with customers to develop new value-added programs and data solutions with existing structures and new requirements.
Proficiency with Microsoft Office products.
Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of the start date.

Nice To Haves

Experience providing quality service and support for mission-critical systems and VIP end users.
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

Provide Tier I and Tier II technical support for hardware and software.
Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment to support end-user needs.
Recommend system modifications to enhance the usability of Information Systems and network resources.
Route and escalate requests to Tier III and other teams for quick customer issue resolution.
Document, track, and update incidents and service requests in the ticketing system, ensuring accurate records and timely resolution in accordance with SLAs.
Provide end-user guidance and training on standard applications, tools, and IT policies to improve user adoption and reduce recurring issues.
May work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.