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IT Support Specialist

2 months ago

Edgewood Maryland, United States Link Solutions, Inc. Full time
Job Overview:

Link Solutions, Inc. is in search of an IT Support Specialist (Senior-Level) to enhance our operational capabilities.

Eligibility:
Must be a US Citizen
Non-Remote (relocation incentive available)

Role Summary:
The IT Support Specialist will collaborate with infrastructure engineers and administrators to uphold and improve secure systems within the Chemical Biological Center IT Mission Support Center (ITMSC).

The ITMSC delivers Tier 2 concierge-level IT assistance to over five hundred users, providing support across various domains including hardware, software, mobile devices, networking (VPN and Citrix), system administration, licensing management, and printer assistance.

This position offers a unique opportunity to engage in innovative projects that contribute to national security while fostering professional growth and advancement.

Key Responsibilities:
1. Set up all new computers and facilitate the relocation of existing systems as needed.
2. Install necessary hardware and software to ensure optimal user functionality while safeguarding data during transitions.
3. Diagnose and resolve hardware and software issues for computers, network printers, scanners, and mobile devices in both unclassified and classified settings.
4. Ensure timely responses to issues received via various channels, adhering to Service Level Agreements (SLAs).
5. Provide troubleshooting and support utilizing automated tools and diagnostics for multiple platforms, including but not limited to Windows 10, iOS, Microsoft Office 365, OneDrive, Trellix HBSS and HIPS, SharePoint, and Microsoft Active Directory.
6. Monitor compliance with information management policies during account verification and management.
7. Update and maintain approved Microsoft Windows OS images, providing feedback and configuration changes to imaging teams.
8. Develop, test, and implement new software and patches prior to general release.
9. Deliver high-quality service and support for mission-critical systems and VIP end users.
10. Guide users on technical aspects of computer and system utilization.
11. Execute technical functions such as system analysis, user and server account management, group policy management, scripting, and accounts oversight.
12. Exhibit specialized expertise in one or more areas of service desk operations.
13. Facilitate video teleconference events for users utilizing CISCO and Microsoft Teams systems.
14. Provide updates regarding the status of ongoing video teleconference events.

Work Schedule:
Service Desk coverage includes shifts scheduled between 7:00 am to 5:00 pm, Monday through Friday, excluding Federal Holidays and inclement weather.