Help Desk Support Analyst (Entry-Level)

Company Description

Link Solutions delivers reliable and effective Information Technology services to government clients in support of critical mission needs. By remaining at the forefront of emerging technologies, we provide innovative Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud, Mobility, Artificial Intelligence, Automation, and Data Analytics solutions that enable government agencies to modernize, secure, and transform their operations.

If you're looking for a technology company that is helping shape the future of the digital landscape, look no further than Link Solutions. We leverage emerging technologies and industry best practices to deliver modern, mission-focused solutions that help our customers meet today's challenges while preparing for tomorrow's opportunities. Guided by our philosophy, "Mission First, Customer Always," Link is committed to quality, compliance, innovation, and exceptional service.

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.

Job Description

Link Solutions is seeking a Help Desk Support Analyst (Entry-Level) to join our team in support of the Defense Health Agency (DHA) Operational Medical Systems (OPMED) at Ft. Detrick, MD.

• U.S. Citizen 
• Active Secret Security Clearance
• Non-remote (relocation incentive available)

The Help Desk Support Analyst will support and manage the functionality and efficiency of desktop computers supporting the OPMED's operations. The Analyst will provide various computer hardware and software services to end users for the operation and use of computer hardware and software and related peripherals. They will work as part of Tier 1 and 2 service teams to ensure a timely response to service requests and incident tickets.

Become an integral part of a professionally diverse team while working at an industry-leading organization, where work/life balance and employees come first. 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:

• Provide Tier I and Tier II technical support to end users by responding to service requests, troubleshooting hardware and software issues, identifying root causes, implementing solutions, and escalating complex issues when necessary to ensure timely resolution.
• Install, configure, maintain, relocate, and support desktop and laptop computers, mobile devices, printers, and related peripherals in support of organizational operations.
• Troubleshoot and resolve operating system, software application, network connectivity, cabling, and configuration issues to minimize user downtime and maintain operational effectiveness.
• Support Microsoft Windows operating systems, Microsoft Office 365 applications, standard desktop software, and other enterprise technologies.
• Utilize the organization's ticketing system to document, track, prioritize, and manage service requests and incident resolution activities in accordance with established service levels.
• Perform account management activities, system access support, and end-user assistance to ensure a positive customer support experience.
• Assist with workstation deployments, equipment upgrades, hardware replacements, software installations, and technology refresh initiatives.
• Maintain accurate documentation of technical issues, resolutions, system configurations, and support activities.
• Collaborate with other IT support teams to resolve complex technical issues and ensure continuity of operations.
• Perform physical tasks associated with IT support, including lifting, transporting, installing, and organizing computers, monitors, printers, and other technology equipment as required.

Please note that 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.

Qualifications

• U.S. Citizen with an active Secret (T3) security clearance.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• One (1-2) years of experience providing Help Desk, Service Desk, or technical support services in an enterprise information technology environment.
• Experience supporting and troubleshooting Microsoft Windows desktop and laptop systems, including remote support and connectivity troubleshooting.
• Working knowledge of Microsoft Windows operating systems, Microsoft Office 365 applications, and common desktop software, with the ability to quickly learn and support new applications and technologies.
• Experience diagnosing and resolving hardware, software, peripheral, and network connectivity issues.
• Familiarity with troubleshooting and supporting local and network-connected printers.
• Strong customer service skills with experience supporting a diverse user community in a professional environment.

Preferred:

• Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related technical discipline.
• Experience supporting information technology systems within a Department of Defense (DoD) or other regulated government environment.
• Demonstrated troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues in mission-critical environments.
• Self-motivated professional with the ability to work independently and manage multiple priorities with minimal supervision.
• Experience providing technical support and customer service for mission-critical systems, including support for senior leaders and VIP users.
• Strong written and verbal communication skills, with the ability to effectively interact with technical and non-technical stakeholders.
• Excellent organizational skills, attention to detail, and the ability to prioritize competing requirements in a fast-paced operational environment.
• Knowledge of cybersecurity principles, endpoint security, identity and access management, and best practices for protecting sensitive information.

Additional Information

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.