Service Desk Support Specialist (Senior-Level)

Job description

Link Solutions is seeking a Service Desk Support Specialist (Senior-Level) to join our team in Orlando, FL. U.S. Citizen Active DoD Secret Clearance required DoD 8570/8140 IAT Level II certification or higher is required Non-remote (relocation incentive available) The Service Desk Support Specialist (Senior) will support the South East Region Cyberspace Support Center (RCSC) and provide advanced Tier II/III technical support for Government users supporting mission-critical operations. This position is responsible for troubleshooting complex hardware, software, account access, and end-user computing issues while providing concierge-level customer support through email, Microsoft Teams, telephone, remote support, and in-person engagements. The successful candidate will serve as a senior technical resource, supporting service delivery improvements, mentoring junior team members, and helping ensure exceptional customer satisfaction across the enterprise environment. This role works closely with systems administrators, network administrators, cybersecurity personnel, project managers, and Government stakeholders to ensure technical issues are resolved efficiently while maintaining operational readiness and service excellence. Job Responsibilities: Provide Tier II/III service desk support through email, Microsoft Teams, telephone, remote support sessions, and walk-in customer engagements. Receive, document, prioritize, track, and resolve incidents, service requests, trouble tickets, and work orders. Route tickets and service requests to appropriate technical teams while ensuring timely communication and follow-up. Troubleshoot and resolve complex hardware, software, operating system, application, network connectivity, and account-related issues. Support user account management activities, including Active Directory administration, password resets, access requests, and account maintenance. Install, configure, deploy, relocate, and support desktop computers, laptops, mobile devices, and associated peripherals. Support Windows 10, Windows 11, Microsoft 365, Microsoft Office applications, Microsoft Teams, OneDrive, SharePoint, Active Directory, Trellix HBSS, Trellix HIPS, iOS devices, and related technologies. Perform workstation deployment, refresh, relocation, backup, and restoration activities. Install software, updates, patches, and security configurations while ensuring compliance with cybersecurity requirements. Develop and deliver technical training, mentoring, and knowledge-sharing sessions to enhance team performance and service quality. Create and 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. Work with project managers and technical teams to identify opportunities for process improvement and enhanced service delivery. Support continuous improvement initiatives focused on operational efficiency, customer satisfaction, and service desk performance. Assist in the development and implementation of support processes, procedures, and best practices. Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position. Compensation Range: $75,000 - $85,000 annually Full-Time (Monday-Friday) Several factors influence final compensation, including relevant experience, technical expertise, certifications, and education. U.S. Citizen Active DoD Secret Clearance. Eight (8+) years of experience supporting enterprise IT environments, preferably within a Help Desk, Service Desk, or End User Support environment. IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.). Experience troubleshooting and resolving complex hardware, software, operating system, Microsoft 365, Active Directory, and network connectivity issues. Experience supporting Windows 10/11, Microsoft 365, Microsoft Teams, Active Directory, SharePoint, OneDrive, and enterprise endpoint devices. Experience leading incident resolution efforts and serving as an escalation point for complex technical issues. Experience administering Active Directory user accounts, group memberships, permissions, and access controls. Experience supporting VIP users, executives, or mission-critical operational environments with a high degree of professionalism and responsiveness. Experience deploying, configuring, and maintaining desktops, laptops, mobile devices, peripherals, and workstation refresh programs. Experience developing technical documentation, SOPs, knowledge base articles, and training materials. Experience mentoring junior technicians and providing technical leadership within a service desk environment. Experience with ITSM platforms for incident, problem, change, and service request management. Knowledge of cybersecurity best practices, endpoint security tools, vulnerability remediation, and compliance requirements. Baseline certification required within six (6) months of hire if not already obtained. Preferred: Bachelor's degree in Computer Science, Information Technology, Information Systems, IT Service Management, or a related technical discipline. Microsoft certifications supporting Windows 10, Windows 11, Microsoft 365 Endpoint Administration, or related technologies. ITIL v4 Foundation, HDI, or other Service Management certifications. Experience supporting Active Directory, Windows 10/11, Microsoft Office 365, Microsoft Teams, OneDrive, SharePoint, and iOS devices. Experience supporting Citrix, remote desktop technologies, and virtual desktop environments. Experience working within Department of Defense (DoD) environments. Experience with knowledge management initiatives, process improvement efforts, and technical documentation development. Experience supporting mission-critical systems and high-visibility or VIP customers. Experience leading small teams and fostering a culture of collaboration, continuous learning, and operational excellence. Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment. 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. 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". Our commitment to excellence is demonstrated through our ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2022 certifications; CMMC Level 2 certification; and CMMI Maturity Level 3 appraisals for both Services and Development.