Service Desk Technician (Intermediate-Level)

Job Description

Link Solutions is seeking a Service Desk Technician (Intermediate-Level)  to join our team at Aberdeen Proving Ground, MD.

• U.S. Citizen with an active DoW Secret Clearance
• IAT Level II certification equivalent or higher
• Non-remote (relocation incentive available)

The Service Desk Technician will serve as the front line and trusted face of our team, engaging directly with users and stakeholders to deliver responsive, high-quality support for Tier I and Tier II technical issues in support of the Army Research Laboratory. In this role, you will play a critical part in ensuring operational continuity and an exceptional user experience across a dynamic environment.

Join a team of highly skilled professionals at a leading organization, where innovation and mission impact go hand in hand. You will have the opportunity to contribute to cutting-edge initiatives that support national security, while benefiting from meaningful career advancement, ongoing professional development, and the chance to make a visible difference in mission-critical operations.

Job Responsibilities:

• Provide Tier I and Tier II technical support for hardware and software.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment to support end-user needs.
• Recommend system modifications to enhance the usability of Information Systems and network resources.
• Route and escalate requests to Tier III and other teams for quick customer issue resolution.
• Document, track, and update incidents and service requests in the ticketing system, ensuring accurate records and timely resolution in accordance with SLAs.
• Provide end-user guidance and training on standard applications, tools, and IT policies to improve user adoption and reduce recurring issues.
• May work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.

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. 

Qualifications

• U.S. Citizen with an active DoW Secret Clearance.
• Five (5+) years of relevant experience working in an IT or Service Desk environment.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• Ability to work with customers to develop new value-added programs and data solutions with existing structures and new requirements.
• Proficiency with Microsoft Office products.
• Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of the start date.

Preferred:

• Experience providing quality service and support for mission-critical systems and VIP end users. 
• Experience working in a Department of Defense (DoD) environment.
• A problem solver and troubleshooter who thrives in resolving complex problems.
• Strong self-starter requiring minimal supervision.
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Salary Range: $47,000 - $63,000

Several factors influence the final salary or hourly rate, including but not limited to contract wage determinations, relevant work experience, role-specific skills and competencies, geographic location, educational background, certifications, and federal government contract labor categories.

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 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.