Technical Support Specialist

6 days ago

Fort Stewart, United States Link Solutions, Inc. Full time
Job Summary

Link Solutions, Inc. is seeking a highly skilled Help Desk Support Service Specialist to join our team at our client's site. As a key member of our IT support team, you will be responsible for providing top-notch technical support to our clients.

Key Responsibilities
  • Lead a Team of Support Specialists: You will be responsible for leading a team of support specialists who provide Tier II concierge-like support to clients via various communication channels.
  • Develop and Implement Innovative Solutions: You will work with the Program Manager to develop and implement innovative solutions to increase team performance and service delivery.
  • Serve as Escalation Point: You will serve as the escalation point for all service desk escalations and provide updates and reports to the Program Manager and Quality Lead for Service Level Agreement tracking.
  • Provide Training and Support: You will create and provide training to help desk team members to increase efficiency and technical skills, and provide technical support and user education while conducting troubleshooting, diagnostics, and user account management.
  • Ensure Service Delivery: You will ensure that all issues received via various communication channels have a request created and are responded to in a timely manner.
Requirements
  • US Citizenship: You must be a US citizen.
  • DoD Secret Clearance: You must have a DoD Secret Clearance.
  • Education and Experience: You must have a BA/BS degree in Computer Science, Information Systems, or an IAT Level I Certification, and at least 8 years of relevant experience with a comprehensive understanding of help desk support.
  • Technical Skills: You must have experience with Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix), and be able to obtain a Microsoft environment certificate for Windows 10, Windows 11, or MS 365 Endpoint within 6 months of hire.
Preferred Qualifications
  • IAT Level II Certification: You must have an IAT Level II Certification.
  • ITIL v4 or HDI Support Center Manager: You must have ITIL v4 or HDI Support Center Manager certification.
  • Department of Defense Experience: You must have experience working in a Department of Defense environment.
  • Knowledge Management Experience: You must have experience with Knowledge Management or process creation.
  • Excellent Communication Skills: You must have excellent communication skills (written and oral) and interpersonal skills.
  • Superior Organizational Skills: You must have superior organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.
What We Offer

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.

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