Service Desk Support Specialist (Intermediate/Senior)

About the role

Link Solutions is seeking Service Desk Support Specialists (Intermediate/Senior) to join our team in Orlando, FL.

Responsibilities

• Provide Tier II service desk support to users through email, Microsoft Teams, telephone, and walk-in support channels.
• Work with the Project Manager and technical teams to develop and implement solutions that improve team performance and service delivery.
• Create, document, prioritize, and track service requests, trouble tickets, and work orders through resolution.
• Route tickets and service requests to appropriate technical teams while ensuring timely follow-up and communication.
• Verify and maintain accurate customer and technical information within ticketing systems.
• Provide technical support, troubleshooting, diagnostics, and user education for hardware, software, network, and account-related issues.
• Support user account management activities, including Active Directory account administration and access requests.
• Troubleshoot and support enterprise technologies including Windows 10 and Windows 11, Microsoft Office 365, Microsoft Teams, OneDrive, SharePoint, Microsoft Active Directory, Trellix HBSS, Trellix HIPS, iOS devices, and related applications.
• Install, configure, deploy, relocate, and support desktop and laptop computers, peripherals, and mobile devices.
• Perform data backup and restoration activities associated with workstation deployments, refreshes, and relocations.
• Install hardware, software, updates, and security patches while ensuring system functionality and compliance with cybersecurity requirements.
• Develop and deliver technical training and knowledge-sharing sessions that enhance team capabilities and improve service quality.
• Maintain technical documentation, knowledge base articles, standard operating procedures (SOPs), and process documentation.
• Support VIP users and mission-critical systems while delivering exceptional customer service and responsiveness.

Qualifications

Intermediate-Level

• U.S. Citizen with an active DoD Secret Clearance.
• Four (4+) years of experience supporting enterprise IT environments, preferably within a Help Desk or Service Desk environment.
• DoD 8570/8140 IAT Level II certification or higher (CompTIA Security+ or equivalent).
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
• Experience providing technical support for Microsoft operating systems, desktop applications, and enterprise user environments.
• Baseline certification required within six (6) months of hire if not already obtained.

Senior-Level

• U.S. Citizen with an active DoD Secret Clearance.
• Eight (8+) years of experience supporting enterprise IT environments, preferably within a Help Desk or Service Desk environment.
• DoD 8570/8140 IAT Level II certification or higher (CompTIA Security+ or equivalent).
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
• Extensive experience providing Tier II/III technical support, troubleshooting complex issues, and supporting enterprise end-user technologies.
• Experience mentoring junior technicians and supporting service delivery improvement initiatives.
• Baseline certification required within six (6) months of hire if not already obtained.

Preferred

• Bachelor's degree in Computer Science, Information Technology, IT Service Management, or a related technical discipline.
• Microsoft certifications supporting Windows 10, Windows 11, or Microsoft 365 Endpoint Administration.
• ITIL v4, HDI, or other Service Management certifications.
• Experience supporting Active Directory, Windows 10/11, Microsoft Office 365, Microsoft Teams, iPhone/iOS devices, and remote desktop technologies including Citrix.
• Experience working within Department of Defense (DoD) environments.
• Experience with knowledge management initiatives, process improvement, and technical documentation development.
• Experience supporting mission-critical systems and high-profile or VIP customers.
• Experience leading small teams and fostering a culture of collaboration, continuous learning, and operational excellence.