Service Desk Support Specialists (Intermediate/Senior)

About the role

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

The role requires U.S. Citizenship and an active DoD Secret Clearance. DoD 8570/8140 IAT Level II certification or higher is also required.

This is a full-time position with non-remote work.

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.
• Routinely 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.
• 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.

Additional Information

This position is contingent upon the successful acquisition of the government contract and the completion of ongoing negotiations. We anticipate these processes will be completed within the next several weeks, at which time interviews and offers will be extended upon successful contract award.

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.