Computer User Support Specialist

Linksolutions - Organ, NM

Full-time - Mid Level

Organ, NM

Professional, Scientific, and Technical Services

About the position

The Computer User Support Specialist at Link Solutions, Inc. is a senior-level role responsible for providing advanced technical support to over three hundred users at the DEVCOM Analyst Center. This position involves troubleshooting hardware and software issues, managing user accounts, and ensuring compliance with information management policies. The specialist will work collaboratively with various teams to deliver high-quality support and facilitate video teleconferencing events, contributing to the organization's mission of supporting critical government operations.

Responsibilities

• Respond to issues received via email, walk-in, or assigned tickets within Service Level Agreements (SLAs).
• Provide troubleshooting and support for various hardware and software platforms including Windows 10, iOS, Microsoft Office 365, and more.
• Install new computers and relocate existing ones, ensuring user data is preserved.
• Monitor compliance with information management policies during account verification.
• Update and maintain approved Microsoft Windows OS images and provide feedback to imaging teams.
• Diagnose and repair hardware and software issues for computers, network printers, and mobile devices.
• Research and document issues and solutions independently and cooperatively.
• Develop, test, and implement new software and patches before release.
• Provide elevated quality service and support for mission-critical systems and VIP end users.
• Facilitate and set up video teleconference events for end users.

Requirements

• Must be a US Citizen.
• Must have or be able to obtain and maintain a DoD Secret Security Clearance.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140.
• Bachelor's Degree in Computer Science, Information Systems, or a related field, or two years of relevant experience in IT/help desk roles.
• Computing Environment certification in either Windows Server, ACAS, HBSS, or similar technology within 6 months of hire.

Nice-to-haves

• Active DoD Secret Security Clearance.
• IAT Level III Certification equivalent or higher per DoD 8570/DoD 8140.
• Experience with Dameware, Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix).
• Experience using SolarWinds Web Helpdesk and Remedy.
• Experience working in a Department of Defense (DoD) environment.
• Experience with Knowledge Management or process creation.

Benefits

• Paid holidays
• Paid time off
• Medical insurance
• Dental insurance
• Vision insurance
• Company-paid long and short-term disability
• Life insurance
• Referral bonuses
• Relocation incentive program
• Certification reimbursement program
• Retirement plan