Help Desk Support Service Specialist

Linksolutions - Fort Knox, KY

Full-time - Entry Level

Fort Knox, KY

Professional, Scientific, and Technical Services

About the position

The Help Desk Support Service Specialist at Link Solutions, Inc. plays a crucial role in providing Tier II technical support to users, ensuring effective troubleshooting and user education across various IT platforms. This position is integral to maintaining operational efficiency within the US Army's Network Enterprise Center, focusing on user support for hardware, software, and networking issues while promoting a work/life balance and employee-first culture.

Responsibilities

• Provide technical support and user education while troubleshooting, diagnostics, and managing user accounts.
• 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 equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.)
• Baseline Certification is required within 6 months of hire
• Must have at least four (4) years of IT experience, preferably within a Help Desk/Service Desk environment.

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.)
• 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.

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