Help Desk Support Service Specialist (Senior-Level)

Company Description 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. 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. Job Description Link Solutions is seeking a Help Desk Support Service Specialist (Senior-Level) to join our team at Fort Stewart, GA. Must be a US Citizen DoD Secret Clearance required Non-remote (relocation incentive available) The Help Desk Support Service Specialist (Senior-Level) will be responsible for supporting the US Army's Southeastern Regional Network Enterprise Center at Fort Stewart, GA. This role involves leading a team of support specialists who provide Tier II concierge-like support to users via email, Microsoft Teams, phone, or walk-in issues. The Specialist will work with the Program Manager to develop training plans, implement new processes, drive and improve service delivery, and serve as the escalation point for all help desk escalations. Additionally, the Specialist will provide support and education to the team and users in various areas, including hardware, software, mobile devices, networking (VPN and Citrix), system administration, licensing management, and printer support. Responsibilities: Work with the Program Manager to 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. 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. Qualifications US Citizen DoD Secret Clearance BA/BS degree in Computer Science, Information Systems, or an IAT Level I Certification (CompTIA ACE, 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: 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. Additional Information 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.