Help Desk Support Service Specialist (Senior-Level) - Link Solutions, Inc.

Link 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". If you’re looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions!

We are ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2013 certified and appraised for CMMI ML3 for Services and Development.

Link Solutions is seeking a Help Desk Support Service Specialist (Senior-Level) to join our team in support of the US Army's Presidio of Monterey Network Enterprise Center in Monterey, CA.

• Must be a US Citizen
• Secret Clearance required
• Non-remote (relocation incentive available)

As a Help Desk Support Service Specialist (Senior-Level) you will be the face of our team, providing Tier II concierge-like support to users by email, Microsoft Teams, phone, or walk-in issues. You will provide support and education to users in various areas of hardware, software, mobile devices, networking (VPN and Citrix), system administration, licensing management, and printer support.

Become an integral part of a professionally diverse team while working at an industry-leading organization, where work/life balance and employees come first. This is a great opportunity that will allow you to work on innovative projects that offer advancement and growth while helping protect our national security.

Job Responsibilities: 

• Work with the Program Manager to develop and implement innovative solutions to increase team performance and service delivery. 
• Serve as the escalation point for all service desk escalations. 
• Create and provide training to help desk team members to increase efficiency and technical skills. 
• Provide updates and reports to the Program Manager and Quality Lead for Service Level Agreement tracking, identify risks and risk mitigation strategies, and recommend areas for improvement. 
• Provide technical support and user education while conducting troubleshooting, diagnostics, and user account management. 
• Ensure all issues received via email, phone, walk-in, or assigned by the RNEC during duty hours have a request created and are responded to via email, phone call, or desktop support. 
• Provide troubleshooting and support using automated tools and diagnostics for various hardware and software platforms including but not limited to Windows 10, iOS, Microsoft Office 365, OneDrive, Trellix HBSS and HIPS, SharePoint, and Microsoft Active Directory. 
• Installation of all new computers and the relocation of computers within locations as provided, including backing up and restoring user data. 
• Install computer hardware and software, including patches, and updates while ensuring user functionality and network security. 
• Update and maintain the current approved Microsoft Windows OS images and provide feedback as needed regarding identified issues. 
• Create, update, and maintain standard operating procedures (SOPs) and knowledge base materials. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  

• Must be a US Citizen.
• Ability to obtain and maintain a DoD Secret Clearance (will sponsor the right candidate). 
• IAT Level II Certification (Meet DoD 8570/DoD 8140: CompTIA Security+ CE equivalent or higher).
• Must have at least eight (8+) years of IT experience, preferably within a Help Desk/Service Desk environment. 
• Baseline Certification is required within 6 months of hire. 

Preferred:

• Active secret clearance.
• BA/BS degree in IT Service Management, Computer Science, Information Systems, or a related field.
• Microsoft environment certificate for Windows 10, Windows 11, or MS 365 Endpoint. 
• Experience with Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix). 
• Experience working in a Department of Defense (DoD) environment. 
• Experience with Knowledge Management or process creation. 
• Experience providing quality service and support for mission-critical systems and VIP end users. 
• Excellent communication skills (written and oral) and interpersonal skills. 
• Superior organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.  

This position is subject to the successful acquisition of the contract and the completion of negotiations, both of which are actively underway. 

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays, paid time off, medical, dental, vision, company-paid long and short-term disability, life insurance, referral bonuses, relocation reimbursement program, certification reimbursement program, retirement, and more.

Link Solutions, Inc. is an EOE. AA/M/F/D/V.  We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines.