Computer User Support Specialist (Associate-Level)

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 27001:2013 certified and appraised for CMMI ML3 for Services and Development.

Link Solutions, Inc. is seeking a Computer User Support Specialist (Associate-Level) to join our team in Edgewood, MD.

• Must be a US Citizen 
• Requires Secret Clearance
• Non-Remote (relocation incentive available)

The Computer User Support Specialist (Associate-Level) will be responsible for collaborating with infrastructure engineers and administrators to maintain and enhance secure systems at the Chemical Biological Center IT Mission Support Center (ITMSC). The ITMSC provides Tier 2 concierge-like IT support to more than three hundred users which encompasses support in various areas of hardware, software, mobile devices, networking (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:

• Ensure all issues received via email, walk-in, or assigned by the RNEC during duty hours are responded to via email, phone call, or deskside support within Service Level Agreements (SLAs).
• Provide troubleshooting and support using automated tools and diagnostics for various hardware and software platforms including but not limited to Windows 10, iOS, Microsoft Office 365, OneDrive, Trellix HBSS and HIPS, SharePoint, and Microsoft Active Directory.
• Install new computers and the relocation of computers within locations as provided. Install all computer hardware and software to ensure the user is fully functional and operational without errors and preserve the user’s data to be transferred to the new PC.
• Monitor compliance with information management policies during account verification and management within the Army Training Certified Tracking System.
• Update and maintain the current approved Microsoft Windows OS images and provide feedback, software, and configuration changes to the RCC and NEC imaging teams.
• Diagnose and repair hardware and software-related issues for computers, network printers and scanners, and mobile devices across unclassified and classified environments.
• Develop, test, and implement new software and patches before release to the general user base.
• Provide elevated quality service and support for the mission-critical systems and VIP end users.
• Perform technical functions such as system analysis, user and server account creation tracking, group policy management, scripting, and accounts management.
• Facilitate and set up video teleconference events for end users through CISCO and Microsoft Teams-based systems.
• Provide updates to the team, management, and users regarding the status of current video teleconference events.

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:

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 and inclement weather and site closures.

• US Citizen
• Ability to obtain and maintain a DoD Secret Clearance (will sponsor the right candidate). 
• IAT Level I Certification (CompTIA A+, Security+ CE, CCNA Security) equivalent or higher. 
• Must have one (1+) year or more of IT Help Desk or customer service directly related experience.
• Computing Environment (CE) certification within 6 months of hire (i.e.) Microsoft IT Certified Professional (ex. Windows 10 or 11) (can be company-provided).

Preferred:

• Active Secret Clearance.
• Bachelor’s Degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts
• IAT Level II Certification (CompTIA Security+ CE, CCNA Security Training, CySA+, GICSP, GSEC) equivalent or higher.
• Experience working in a Department of Defense (DoD) environment.
• Experience with Citrix, Dameware, Active Directory, Windows 7, 10 & 11, Microsoft Office 365, iPhone, and remote desktop (Citrix)
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.
• Able to multitask, prioritize, and manage time efficiently.

Security Clearance:

• DOD Security Clearance is required (Secret-Level minimum). 
• A DOD Interim Security Clearance (Secret-Level minimum) is accepted until full DOD Security Clearance has been granted.
• Background Investigation Requirement: National Agency Check with Local Agency and Credit Checks (ANACI).
• Applicants selected will be subject to a security investigation and will need to meet eligibility requirements for access to classified information.

Physical Requirements:

Work may involve sitting or standing for extended periods. The position may require typing and reading from a computer screen. Must have enough mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. This may include lifting weight up to thirty (30) pounds, as necessary.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.