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Help Desk Support Service Specialist

1 month ago

Fort Stewart, United States Link Solutions, Inc. Full time
Job Title: Help Desk Support Service Specialist

Link Solutions, Inc. is seeking a highly skilled Help Desk Support Service Specialist to join our team at Fort Stewart, GA.

Job Summary

The Help Desk Support Service Specialist will be responsible for leading a team of support specialists who provide Tier II concierge-like support to users via email, Microsoft Teams, phone, or walk-in issues.

Key Responsibilities
  • 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.
Requirements
  • US Citizen
  • DoD Secret Clearance
  • BA/BS degree in Computer Science, Information Systems, or an IAT Level I Certification (CompTIA A+CE, Security+ CE, CCNA Security Training, CySA+, GICSP, GSEC, equivalent or higher)
  • Eight (8+) years of relevant experience with a comprehensive understanding of help desk support, preferably within a Help Desk/Service Desk environment.
  • Experience with Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix).
  • Microsoft environment certificate for Windows 10, Windows 11, or MS 365 Endpoint within 6 months of hire.
Preferred Qualifications
  • IAT Level II Certification (CompTIA Security+ CE, CCNA Security Training, CySA+, GICSP, GSEC, equivalent or higher).
  • ITIL v4 or HDI Support Center Manager.
  • 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.
  • Able to multitask, prioritize, and manage time efficiently Accurate and precise attention to detail.

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.