Help Desk Support Service Specialist

3 hours ago

Monterey, California, United States Link Solutions, Inc. Full time
Job Summary

Link Solutions, Inc. is seeking a skilled Help Desk Support Service Specialist to join our team in support of the US Army's Presidio of Monterey Network Enterprise Center in Monterey, CA. As a Help Desk Support Service Specialist, 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.

Key Responsibilities:
  • 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:
  • 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 four (4) years of IT experience, preferably within a Help Desk/Service Desk environment.
  • Baseline Certification is required within 6 months of hire.

Preferred Qualifications:
  • 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.

About Link Solutions, Inc.
Link Solutions, Inc. is a technology company that values innovation and has a vision toward the future of the technology landscape. We are ISO 9001:2015, ISO 27001:2013 certified and appraised for CMMI ML3 for Services and Development. We offer 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.

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