Computer User Support Specialist

Aberdeen Proving Ground, MD, United States

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.

Our foundation of success has been built upon our commitment to our customers and the many talented professionals that we employ. 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 Computer User Support Specialist (Senior-Level) to join our team in Aberdeen Proving Ground, MD.

Must be a US Citizen

Non-remote (relocation incentive available)

The Computer User Support Specialist will support the DEVCOM HQ CIO G6 Mission Support Center (MSC). This role provides above baseline/Tier 2 concierge-like support to more than three hundred users by email, Microsoft Teams, tickets assigned within the ServiceNow incident tracking system, or walk-in issues.

The Support Specialist role encompasses support 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. 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:

Ensure all issues received via email, walk-in, or assigned by the RNEC during duty hours are responded via email, phone call, or deskside support 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 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. 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.

Ability to monitor compliance with information management policies during account verification and management within the Army Training Certified Tracking System.

Update and maintain the current approved Microsoft Windows OS images and provide feedback, software, and configuration changes to the RCC and NEC imaging teams.

Diagnose and repair hardware and software-related issues for computers, 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 implement new software and patches before 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.

Ability to work collaboratively with multiple enterprise directorates and installations to provide complete support to the end user.

Acting as a focal point for organizational computer-related activities by guiding technical aspects of computers and system use to organization users.

Perform technical functions such as system analysis, user and server account creation tracking, group policy management, scripting, and accounts management.

Demonstrate leadership skills by taking on special projects and assisting fellow team members.

Specialized subject matter expertise in one or more areas of the service desk operations.

Facilitate and set up video teleconference events for end users through CISCO and Microsoft Teams-based systems.

Provide updates to the team, management, and users regarding the status of current video teleconference events.

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.

Shift/Hours Information:

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, inclement weather, and site closures).

Must be a US Citizen.

Must have or be able to obtain and maintain a DoD Secret Security Clearance.

IAT Level II Certification per DoD Directive 8140 (CompTIA Security+ CE, CCNA Security Training, CySA+, GICSP, GSEC) equivalent or higher.

Bachelor’s Degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts or two (2+) years of relevant experience in IT/help desk roles or within customer service.

Computing Environment certification in either Windows Server, ACAS, HBSS, or similar technology within 6 months of hire.

Preferred:

Active DoD Secret Security Clearance.

Computing Environment certification in either Windows Server, ACAS, or HBSS.

Experience with Dameware, Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix) is preferred.

Experience using SolarWinds Web Helpdesk and Remedy is preferred.

Experience working in a Department of Defense (DoD) environment.

Experience with Knowledge Management or process creation.

Ability to organize, prioritize, and meet deadlines.

Strong written and verbal communication.

Capable of conveying complex information simplistically.

Strong critical thinking and problem-solving skills.

Strong self-starter requiring minimal supervision.

Able to take proactive measures to prevent future incidents.

Security Clearance:

US Citizenship is required.

Background Investigation Requirement: National Agency Check with Local Agency and Credit Checks (ANACI).

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

DOD Security Clearance is required (Secret-Level minimum).

A DOD Interim Security Clearance (Secret-Level minimum) is accepted until full DOD Security Clearance has been granted.

Physical Requirements:

Work may involve sitting or standing for extended periods. The position may require typing and reading from a computer screen. Must have enough mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. This may include lifting weight up to thirty (30) pounds, as necessary.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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 incentive 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.