Help Desk Support Analyst (Entry-Level)
Link Solutions, Inc. · Frederick, MD · 1 mo ago
Information TechnologyFull-time
We need to output HTML fragment with sections: About the role? Not present. Responsibilities: we have Job Responsibilities bullet list. Qualifications: list. Benefits: Additional Information includes compensation and benefits package details. Also maybe Pay/Schedule not present, so omit. Also need section headings: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We have Responsibilities, Qualifications, Benefits. Also maybe "About the role" could be derived from company description? But rule: include a section ONLY when posting has real, specific content for it. The company description is generic but could be considered "About the role"? Actually "About the role" would be description of role, not company. There's a paragraph after Job Description: "Link Solutions is seeking a Help Desk Support Analyst (Entry-Level) to join our team...". That could be considered About the role. But we already have Responsibilities and Qualifications. Could we include an "About the role" section with that paragraph? The rule: Prefer a few substantive sections over many thin ones. Might combine? However we have separate sections for Responsibilities and Qualifications; we could also include an "About the role" paragraph summarizing the role. The posting includes: "Link Solutions is seeking a Help Desk Support Analyst (Entry-Level) to join our team in support of the Defense Health Agency (DHA) Operational Medical Systems (OPMED) at Ft. Detrick, MD. U.S. Citizen Active Secret Security Clearance Non-remote (relocation incentive available) The Help Desk Support Analyst will support and maintain the functionality, performance, and efficiency of desktop computing systems used in support of OPMED operations. In this role, the Analyst will provide technical assistance to end users, including troubleshooting and resolving hardware, software, and peripheral-related issues. Working as part of Tier I and Tier II support teams, the Analyst will respond to service requests and incident tickets to ensure uninterrupted operations and high levels of customer support. Become an integral part of a professionally diverse team while working at an industry-leading organization, where work/life balance and employees come first. 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."
That is substantive. Could be About the role. We'll include
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We have Responsibilities, Qualifications, Benefits. Also maybe "About the role" could be derived from company description? But rule: include a section ONLY when posting has real, specific content for it. The company description is generic but could be considered "About the role"? Actually "About the role" would be description of role, not company. There's a paragraph after Job Description: "Link Solutions is seeking a Help Desk Support Analyst (Entry-Level) to join our team...". That could be considered About the role. But we already have Responsibilities and Qualifications. Could we include an "About the role" section with that paragraph? The rule: Prefer a few substantive sections over many thin ones. Might combine? However we have separate sections for Responsibilities and Qualifications; we could also include an "About the role" paragraph summarizing the role. The posting includes: "Link Solutions is seeking a Help Desk Support Analyst (Entry-Level) to join our team in support of the Defense Health Agency (DHA) Operational Medical Systems (OPMED) at Ft. Detrick, MD. U.S. Citizen Active Secret Security Clearance Non-remote (relocation incentive available) The Help Desk Support Analyst will support and maintain the functionality, performance, and efficiency of desktop computing systems used in support of OPMED operations. In this role, the Analyst will provide technical assistance to end users, including troubleshooting and resolving hardware, software, and peripheral-related issues. Working as part of Tier I and Tier II support teams, the Analyst will respond to service requests and incident tickets to ensure uninterrupted operations and high levels of customer support. Become an integral part of a professionally diverse team while working at an industry-leading organization, where work/life balance and employees come first. 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."
That is substantive. Could be About the role. We'll include About the role
with that paragraph(s). Then Responsibilities, Qualifications, Benefits.
We must not repeat job title as heading. We'll not.
We need to remove boilerplate: cookie/navigation/legal/EEO etc. The Additional Information includes EOE statement etc; we should keep benefits but remove EEO line. The Additional Information paragraph: "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 reimbursement incentive, 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."
We need to keep benefits info, remove EEO lines. So we keep first sentence about benefits. Remove the rest.
Now format: Use - for any list of duties/requirements/benefits. For Benefits we have a list of benefits; we can make a
. For Responsibilities we have a paragraph with sentences separated by periods; but they are a list of duties. Better to split into - each duty. The responsibilities block is a long sentence with many clauses separated by periods? Actually it's a paragraph with multiple sentences each describing a duty. We can split each sentence into a li.
Similarly Qualifications: list of bullet-like sentences; we can split.
We need to preserve all substantive information; do not invent or summarize away detail.
Let's extract responsibilities sentences:
"Provide Tier I and Tier II technical support to end users by responding to service requests, troubleshooting hardware and software issues, identifying root causes, implementing solutions, and escalating complex issues when necessary to ensure timely resolution."
"Install, configure, maintain, relocate, and support desktop and laptop computers, mobile devices, printers, and related peripherals in support of organizational operations."
"Troubleshoot and resolve operating system, software application, network connectivity, cabling, and configuration issues to minimize user downtime and maintain operational effectiveness."
"Support Microsoft Windows operating systems, Microsoft Office 365 applications, standard desktop software, and other enterprise technologies."
"Utilize the organization's ticketing system to document, track, prioritize, and manage service requests and incident resolution activities in accordance with established service levels."
"Perform account management activities, system access support, and end-user assistance to ensure a positive customer support experience."
"Assist with workstation deployments, equipment upgrades, hardware replacements, software installations, and technology refresh initiatives."
"Maintain accurate documentation of technical issues, resolutions, system configurations, and support activities."
"Collaborate with other IT support teams to resolve complex technical issues and ensure continuity of operations."
"Perform physical tasks associated with IT support, including lifting, transporting, installing, and organizing computers, monitors, printers, and other technology equipment as required."
Note there is also a sentence: "Please note that 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." That's boilerplate? It's a disclaimer; maybe we should remove as it's not substantive duty. It's a generic statement; we can drop.
Now Qualifications sentences:
"U.S. Citizen with an active Secret (T3) security clearance."
"IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.)."
"One (1+) years of experience providing Help Desk, Service Desk, or technical support services in an enterprise information technology environment."
"Experience supporting and troubleshooting Microsoft Windows desktop and laptop systems, including remote support and connectivity troubleshooting."
"Working knowledge of Microsoft Windows operating systems, Microsoft Office 365 applications, and common desktop software, with the ability to quickly learn and support new applications and technologies."
"Experience diagnosing and resolving hardware, software, peripheral, and network connectivity issues."
"Familiarity with troubleshooting and supporting local and network-connected printers."
"Strong customer service skills with experience supporting a diverse user community in a professional environment."
Preferred section: "Preferred: Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related technical discipline."
"Experience supporting information technology systems within a Department of Defense (DoD) or other regulated government environment."
"Demonstrated troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues in mission-critical environments."
"Self-motivated professional with the ability to work independently and manage multiple priorities with minimal supervision."
"Experience providing technical support and customer service for mission-critical systems, including support for senior leaders and VIP users."
"Strong written and verbal communication skills, with the ability to effectively interact with technical and non-technical stakeholders."
"Excellent organizational skills, attention to detail, and the ability to prioritize competing requirements in a fast-paced operational environment."
"Knowledge of cybersecurity principles, endpoint security, identity and access management, and best practices for protecting sensitive information."
We should keep both required and preferred; they are all qualifications. Could separate into Required and Preferred subheadings? Not required; we can just list all as qualifications. But we could separate with headings? Not required; but we could keep as one list.
Benefits sentence: "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 reimbursement incentive, certification reimbursement program, retirement, and more."
We can split into list items.
Now About the role paragraph: we need to keep the substantive description. Could be multiple sentences; we can keep as
maybe multiple
but rule: use
for prose. We'll put the whole description in one
or split into sentences? Probably one
is fine.
Now produce HTML:
About the role
Link Solutions is seeking a Help Desk Support Analyst (Entry-Level) to join our team in support of the Defense Health Agency (DHA) Operational Medical Systems (OPMED) at Ft. Detrick, MD. U.S. Citizen Active Secret Security Clearance Non-remote (relocation incentive available) The Help Desk Support Analyst will support and maintain the functionality, performance, and efficiency of desktop computing systems used in support of OPMED operations. In this role, the Analyst will provide technical assistance to end users, including troubleshooting and resolving hardware, software, and peripheral-related issues. Working as part of Tier I and Tier II support teams, the Analyst will respond to service requests and incident tickets to ensure uninterrupted operations and high levels of customer support. Become an integral part of a professionally diverse team while working at an industry-leading organization, where work/life balance and employees come first. 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
- Provide Tier I and Tier II technical support to end users by responding to service requests, troubleshooting hardware and software issues, identifying root causes, implementing solutions, and escalating complex issues when necessary to ensure timely resolution.
- Install, configure, maintain, relocate, and support desktop and laptop computers, mobile devices, printers, and related peripherals in support of organizational operations.
- Troubleshoot and resolve operating system, software application, network connectivity, cabling, and configuration issues to minimize user downtime and maintain operational effectiveness.
- Support Microsoft Windows operating systems, Microsoft Office 365 applications, standard desktop software, and other enterprise technologies.
- Utilize the organization's ticketing system to document, track, prioritize, and manage service requests and incident resolution activities in accordance with established service levels.
- Perform account management activities, system access support, and end-user assistance to ensure a positive customer support experience.
- Assist with workstation deployments, equipment upgrades, hardware replacements, software installations, and technology refresh initiatives.
- Maintain accurate documentation of technical issues, resolutions, system configurations, and support activities.
- Collaborate with other IT support teams to resolve complex technical issues and ensure continuity of operations.
- Perform physical tasks associated with IT support, including lifting, transporting, installing, and organizing computers, monitors, printers, and other technology equipment as required.
Qualifications
- U.S. Citizen with an active Secret (T3) security clearance.
- IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
- One (1+) years of experience providing Help Desk, Service Desk, or technical support services in an enterprise information technology environment.
- Experience supporting and troubleshooting Microsoft Windows desktop and laptop systems, including remote support and connectivity troubleshooting.
- Working knowledge of Microsoft Windows operating systems, Microsoft Office 365 applications, and common desktop software, with the ability to quickly learn and support new applications and technologies.
- Experience diagnosing and resolving hardware, software, peripheral, and network connectivity issues.
- Familiarity with troubleshooting and supporting local and network-connected printers.
- Strong customer service skills with experience supporting a diverse user community in a professional environment.
- Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related technical discipline.
- Experience supporting
- . For Responsibilities we have a paragraph with sentences separated by periods; but they are a list of duties. Better to split into
- each duty. The responsibilities block is a long sentence with many clauses separated by periods? Actually it's a paragraph with multiple sentences each describing a duty. We can split each sentence into a li.
Similarly Qualifications: list of bullet-like sentences; we can split.
We need to preserve all substantive information; do not invent or summarize away detail.
Let's extract responsibilities sentences:
"Provide Tier I and Tier II technical support to end users by responding to service requests, troubleshooting hardware and software issues, identifying root causes, implementing solutions, and escalating complex issues when necessary to ensure timely resolution."
"Install, configure, maintain, relocate, and support desktop and laptop computers, mobile devices, printers, and related peripherals in support of organizational operations."
"Troubleshoot and resolve operating system, software application, network connectivity, cabling, and configuration issues to minimize user downtime and maintain operational effectiveness."
"Support Microsoft Windows operating systems, Microsoft Office 365 applications, standard desktop software, and other enterprise technologies."
"Utilize the organization's ticketing system to document, track, prioritize, and manage service requests and incident resolution activities in accordance with established service levels."
"Perform account management activities, system access support, and end-user assistance to ensure a positive customer support experience."
"Assist with workstation deployments, equipment upgrades, hardware replacements, software installations, and technology refresh initiatives."
"Maintain accurate documentation of technical issues, resolutions, system configurations, and support activities."
"Collaborate with other IT support teams to resolve complex technical issues and ensure continuity of operations."
"Perform physical tasks associated with IT support, including lifting, transporting, installing, and organizing computers, monitors, printers, and other technology equipment as required."
Note there is also a sentence: "Please note that 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." That's boilerplate? It's a disclaimer; maybe we should remove as it's not substantive duty. It's a generic statement; we can drop.
Now Qualifications sentences:
"U.S. Citizen with an active Secret (T3) security clearance."
"IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.)."
"One (1+) years of experience providing Help Desk, Service Desk, or technical support services in an enterprise information technology environment."
"Experience supporting and troubleshooting Microsoft Windows desktop and laptop systems, including remote support and connectivity troubleshooting."
"Working knowledge of Microsoft Windows operating systems, Microsoft Office 365 applications, and common desktop software, with the ability to quickly learn and support new applications and technologies."
"Experience diagnosing and resolving hardware, software, peripheral, and network connectivity issues."
"Familiarity with troubleshooting and supporting local and network-connected printers."
"Strong customer service skills with experience supporting a diverse user community in a professional environment."
Preferred section: "Preferred: Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related technical discipline."
"Experience supporting information technology systems within a Department of Defense (DoD) or other regulated government environment."
"Demonstrated troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues in mission-critical environments."
"Self-motivated professional with the ability to work independently and manage multiple priorities with minimal supervision."
"Experience providing technical support and customer service for mission-critical systems, including support for senior leaders and VIP users."
"Strong written and verbal communication skills, with the ability to effectively interact with technical and non-technical stakeholders."
"Excellent organizational skills, attention to detail, and the ability to prioritize competing requirements in a fast-paced operational environment."
"Knowledge of cybersecurity principles, endpoint security, identity and access management, and best practices for protecting sensitive information."
We should keep both required and preferred; they are all qualifications. Could separate into Required and Preferred subheadings? Not required; we can just list all as qualifications. But we could separate with headings? Not required; but we could keep as one list.
Benefits sentence: "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 reimbursement incentive, certification reimbursement program, retirement, and more."
We can split into list items.
Now About the role paragraph: we need to keep the substantive description. Could be multiple sentences; we can keep as
maybe multiple
but rule: use
for prose. We'll put the whole description in one
or split into sentences? Probably one
is fine. Now produce HTML:
About the role
Link Solutions is seeking a Help Desk Support Analyst (Entry-Level) to join our team in support of the Defense Health Agency (DHA) Operational Medical Systems (OPMED) at Ft. Detrick, MD. U.S. Citizen Active Secret Security Clearance Non-remote (relocation incentive available) The Help Desk Support Analyst will support and maintain the functionality, performance, and efficiency of desktop computing systems used in support of OPMED operations. In this role, the Analyst will provide technical assistance to end users, including troubleshooting and resolving hardware, software, and peripheral-related issues. Working as part of Tier I and Tier II support teams, the Analyst will respond to service requests and incident tickets to ensure uninterrupted operations and high levels of customer support. Become an integral part of a professionally diverse team while working at an industry-leading organization, where work/life balance and employees come first. 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
- Provide Tier I and Tier II technical support to end users by responding to service requests, troubleshooting hardware and software issues, identifying root causes, implementing solutions, and escalating complex issues when necessary to ensure timely resolution.
- Install, configure, maintain, relocate, and support desktop and laptop computers, mobile devices, printers, and related peripherals in support of organizational operations.
- Troubleshoot and resolve operating system, software application, network connectivity, cabling, and configuration issues to minimize user downtime and maintain operational effectiveness.
- Support Microsoft Windows operating systems, Microsoft Office 365 applications, standard desktop software, and other enterprise technologies.
- Utilize the organization's ticketing system to document, track, prioritize, and manage service requests and incident resolution activities in accordance with established service levels.
- Perform account management activities, system access support, and end-user assistance to ensure a positive customer support experience.
- Assist with workstation deployments, equipment upgrades, hardware replacements, software installations, and technology refresh initiatives.
- Maintain accurate documentation of technical issues, resolutions, system configurations, and support activities.
- Collaborate with other IT support teams to resolve complex technical issues and ensure continuity of operations.
- Perform physical tasks associated with IT support, including lifting, transporting, installing, and organizing computers, monitors, printers, and other technology equipment as required.
Qualifications
- U.S. Citizen with an active Secret (T3) security clearance.
- IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
- One (1+) years of experience providing Help Desk, Service Desk, or technical support services in an enterprise information technology environment.
- Experience supporting and troubleshooting Microsoft Windows desktop and laptop systems, including remote support and connectivity troubleshooting.
- Working knowledge of Microsoft Windows operating systems, Microsoft Office 365 applications, and common desktop software, with the ability to quickly learn and support new applications and technologies.
- Experience diagnosing and resolving hardware, software, peripheral, and network connectivity issues.
- Familiarity with troubleshooting and supporting local and network-connected printers.
- Strong customer service skills with experience supporting a diverse user community in a professional environment.
- Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related technical discipline.
- Experience supporting