Link Solutions, Inc.: Service Desk Support Specialist – Intermediate

Company DescriptionLink Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud, and Mobility services.Link is quality and compliance-focused, under our guiding philosophy “Mission First…Customer Always” .We are ISO 9001:2008, ISO 20000-1:2018, ISO 27001:2013 certified and appraised for CMMI ML3 for Services and Development.Job DescriptionLink Solutions is seeking a Service Desk Support Specialist Intermediate at the ITMSC in Edgewood, MD.Job Overview:The Chemical Biological Center IT Mission Support Center (ITMSC) provides above baseline/ Tier 2 concierge-like support to more than 3,000 users between 7:00 am and 5:00pm, Monday through Friday by phone, email, and walk-in requests. The ITMSC encompasses support in various areas of hardware, software, mobile device, networking (VPN and Citrix), system administration, cyber security, and printer support.Job Responsibilities:Service Desk coverage consists of opening or closing shifts scheduled between the hours of 7:00 AM to 5:00 PM, Monday through Friday, except for Federal Holidays and inclement weather and site closures. Ensure all calls, emails, or walk-in issues received during duty hours are responded back to the user via phone call, email, or issue ticket within Service Level Agreements (SLAs).Provide troubleshooting and support using automated tools and diagnostics for various hardware and software platforms including but not limited to Windows 7/10, iOS and Android, Microsoft Office Professional 2007 and 2013, McAfee HBSS and HIPS, Citrix VDI, SharePoint, and Microsoft Active Directory.Installation of all new computers and the relocation of computers within locations as provided. Install all computer hardware and software to ensure the user is fully functional and operational without errors, and preserve the user’s data to be transferred to the new PC.Update and maintain the current approved Microsoft Windows OS images and provide feedback, software, and configuration changes to the imaging team.Diagnose and repair hardware and software-related issues for computers, local printers, network printers and scanners, and mobile devices across unclassified and classified environments.Ability to work cooperatively and independently to research and document issues and solutions.Develop, test, and implementation for new software and patches prior to release to the general user base. Ability to verbally or in writing communicate technical issues and solutions effectively to end-users and enterprise teams. Provide elevated quality service and support for the mission-critical systems and VIP end users. Add, modify, and edit in SharePoint and Active Directory records/permissions/members for computer and user objects.Ability to work collaboratively with multiple enterprise teams to provide complete support to the end-user. Other service desk duties as assigned. QualificationsSkills Required:Ability to obtain Computing Environment (CE) certification within 6 months of hire (i.E.) Microsoft IT Certified Professional (ex. Windows 7 or 10). CompTIA Certification: A+ or higherAbility to communicate (written and verbal) effectively. Preferred Skills:Experience with Citrix, DameWare, Active Directory, Windows 7 & 10, Microsoft Office, iPhone, and remote desktop is preferred.Windows 10 certification.CompTIA Security+ CE certification.Experience using SolarWinds Web Helpdesk.Experience in a high-volume call center.Experience working in Department of Defense (DoD) environment.Education: AA degree or equivalent experienceExperience: 1-2 yearsCitizenship Requirement:US CitizenClearance Required:Active Secret DoD Security Clearance Will sponsor right candidateAdditional InformationLink Solutions, Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program.