Computer User Support Specialist

Link Solutions - Aberdeen Proving Ground, MD

Full-time - Entry Level

Aberdeen Proving Ground, MD

Administrative and Support Services

About the position

Link Solutions is seeking a Computer User Support Specialist to join our team at the Aberdeen Proving Ground, Maryland. The Computer User Support Specialist will provide Tier 2 concierge-like support to more than three hundred users by email, Microsoft Teams, tickets assigned within the Remedy incident tracking system, or walk-in issues. The Support Specialist role encompasses support in various areas of hardware, software, mobile device, networking (VPN and Citrix), system administration, licensing management, and printer support. The specialist will provide guidance on technical aspects of computers and systems used by organization users. This is a great opportunity that will allow you to work on innovative projects that offer advancement and growth while helping protect our national security.

Responsibilities

• Perform technical functions such as system analysis, user and server account creation tracking, group policy management, scripting, and accounts management.
• Ensure all issues received via email, walk-in, or assigned by the RNEC during duty hours are responded via email, phone call, or through 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 new computers and the relocation of computers within locations as provided. Install computer hardware and software to ensure the user is fully functional and operational without errors and preserve the user's data to be transferred to the new PC.
• Ability to monitor compliance with information management policies during account verification.
• Update and maintain the current approved Microsoft Windows OS images and provide feedback, software, and configuration changes.
• Diagnose and repair hardware and software-related issues for computers, network printers and scanners, and mobile devices across unclassified and classified environments.
• Develop, test, and implementation for new software and patches prior to release to the general user base.
• Providing guidance on technical aspects of computers and systems used by organization users.

Requirements

• Must be a US Citizen.
• Ability to obtain and maintain a DoD Secret Clearance (will sponsor the right candidate).
• AA degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts or two (2+) year of relevant experience in lieu of degree.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• Computing environment Information System Security Manager (ISSM) certification (or the certificate may be obtained within 6 months of hire).
• Experience with Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix).

Nice-to-haves

• Active secret clearance.
• BA/BS degree in IT Service Management, Computer Science, Information Systems, or a related field.
• IAT Level III Certification equivalent or higher per DoD 8570/DoD 8140 (CASP+, CCNP Security, CISA, CISSP, GCED, GCIH, etc.).
• 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.
• 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.

Benefits

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