Computer User Support Specialist

Link Solutions is seeking a Computer User Support Specialist (SeniorLevel) to join our team in White Sands Missile Range NM.

• Must be a US Citizen 
• Nonremote (relocation incentive available)

The Computer User Support Specialist will support the DEVCOM Analyst Center (DAC). This role provides above baseline/Tier 2 conciergelike support to more than three hundred users by email Microsoft Teams tickets assigned within the ServiceNow incident tracking system or walkin issues.

The Support Specialist role 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 industryleading 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 walkin or assigned by the RNEC during duty hours are responded 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.
• Installation of all 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 users 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 softwarerelated issues for computers network printers and scanners and mobile devices across unclassified and classified environments.
• Ability to work cooperatively and independently to research and document issues and solutions.
• Develop test and implement new software and patches before release to the general user base.
• for Carlisle Barracks and Fort Stewart
• Provide elevated quality service and support for the missioncritical systems and VIP end users.
• Work collaboratively with multiple enterprise directorates and installations to provide complete support to the end user.
• Acting as a focal point for organizational computerrelated activities by guiding technical aspects of computers and system use to organization users.
• Perform technical functions such as system analysis user and server account creation tracking group policy management scripting and accounts management.
• Specialized subject matter expertise in one or more areas of the service desk operations.
• Facilitate and set up video teleconference events for end users through CISCO and Microsoft Teamsbased 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/Hours Information:

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 inclement weather and site closures).

Qualifications :

• Must be a US Citizen.
• Must have or be able to obtain and maintain a DoD Secret Security Clearance.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security CE CCNA Security GICSP GSEC SSCP etc.).
• Bachelors Degree in Computer Science Information Systems or a related field with a comprehensive understanding of computer science concepts or two (2) years of relevant experience in IT/help desk roles or within customer service.
• Computing Environment certification in either Windows Server ACAS HBSS or similar technology within 6 months of hire.

Preferred:

• Active DoD Secret Security Clearance.
• IAT Level III Certification equivalent or higher per DoD 8570/DoD 8140 (CASP CCNP Security CISA CISSP GCED GCIH etc.).
• Computing Environment certification in either Windows Server ACAS or HBSS.
• Experience with Dameware Active Directory Windows 10 Microsoft Office 365 iPhone and remote desktop (Citrix) is preferred.
• Experience using SolarWinds Web Helpdesk and Remedy is preferred.
• Experience working in a Department of Defense (DoD) environment.
• Experience with Knowledge Management or process creation.
• Ability to organize prioritize and meet deadlines.
• Strong written and verbal communication.
• Capable of conveying complex information simplistically.
• Strong critical thinking and problemsolving skills.
• Strong selfstarter requiring minimal supervision.
• Able to take proactive measures to prevent future incidents.

Security Clearance:

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

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 above are representative of the knowledge skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Additional Information :

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays paid time off medical dental vision companypaid long and shortterm 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 EVerify Employment Verification Program. All your information will be kept confidential according to EEO guidelines. 

Remote Work :

No

Employment Type :

Fulltime