Computer User Support Specialist - job 1 of 3

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.

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! Link is quality and compliance-focused, under our guiding philosophy, “Mission First, Customer Always".

We are ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2022 certified and appraised for CMMI ML3 for Services and Development.

Link Solutions is seeking a Computer User Support Specialist (Senior-Level) to join our team in White Sands Missile Range, NM.

• Must be a U.S. Citizen 
• IAT Level II certification required
• Non-remote (relocation incentive available)

The Computer User Support Specialist will provide advanced Tier 2, concierge-level support to more than 300 users at the U.S. Army Combat Capabilities Development Command (DEVCOM) Analyst Center. Support will be delivered through email, Microsoft Teams, ServiceNow incident tickets, and in-person assistance for walk-in issues. This role involves troubleshooting and resolving issues across hardware, software, mobile devices, networking (including VPN and Citrix), system administration, licensing management, and printer support.

Become an integral part of a professionally diverse team while working at an industry-leading organization. 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.

Job Responsibilities:

• Diagnose and repair hardware and software issues for computers, network printers, scanners, and mobile devices in both unclassified and classified environments.
• Provide troubleshooting and support using automated tools and diagnostics for hardware and software platforms, including Windows 10, iOS, Microsoft Office 365, OneDrive, Trellix HBSS/HIPS, SharePoint, and Microsoft Active Directory.
• Install and configure new computers and relocate existing systems, ensuring full functionality and error-free operation while preserving and transferring user data.
• Respond to all issues received via email, walk-in, or assigned by the RNEC during duty hours through email, phone, or deskside support, ensuring compliance with Service Level Agreements (SLAs).
• Monitor compliance with information management policies during account verification and management within the Army Training Certification Tracking System.
• Maintain and update approved Microsoft Windows OS images; provide feedback, software updates, and configuration changes to RCC and NEC imaging teams.
• Research, document, and resolve technical issues independently and collaboratively.
• Develop, test, and implement new software and patches prior to release to the general user base.
• Deliver high-quality support for mission-critical systems and VIP end users.
• Collaborate with enterprise directorates and installations to ensure comprehensive end-user support.
• Serve as a focal point for organizational computer-related activities, providing guidance on technical aspects of systems and applications.
• Perform advanced technical functions, including system analysis, account creation and tracking, group policy management, scripting, and account administration.
• Apply specialized subject matter expertise in one or more areas of service desk operations.
• Facilitate and manage video teleconference events using CISCO and Microsoft Teams-based systems; provide timely updates to the team, management, and users regarding event status.

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.

Shift/Hours Information:

Service Desk coverage consists of opening or closing shifts scheduled between the hours of 7:00 am to 5:00 pm, Monday through Friday (except for Federal Holidays, inclement weather, and site closures).

• Must be a U.S. 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 (CompTIA Security+ CE, GICSP, GSEC, SSCP, etc.).
• Bachelor’s Degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts or two (2+) years of relevant experience working in an IT or Service Desk environment.
• Computing Environment certification in either Windows Server, ACAS, HBSS, or similar technology within 6 months of hire.

Preferred:

• Bachelor’s Degree
• Four (4+) years of relevant experience working in an IT or Service Desk environment.
• Active Secret Clearance.
• Computing Environment certification in either Windows Server, ACAS, or HBSS.
• Experience with Dameware, Active Directory, Windows 10, Microsoft Office 365, iPhone, and remote desktop (Citrix) is preferred.
• Experience using SolarWinds Web Helpdesk and Remedy.
• Experience working in a Department of Defense (DoD) environment.
• A problem solver and troubleshooter who thrives in resolving complex problems.
• Strong self-starter requiring minimal supervision.
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks. 

Security Clearance:

• US Citizenship is required (permanent residents/green card holders do not meet the citizenship requirement).
• Background Investigation Requirement: National Agency Check with Local Agency and Credit Checks (ANACI).
• Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.
• DOD Security Clearance is required (Secret-Level minimum). 
• A DOD Interim Security Clearance (Secret-Level minimum) is accepted until a full DOD Security Clearance has been granted.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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.