Service Desk Support Specialist (Senior-Level)
- Compensation
- Not disclosed
- Location
- Orlando, FL, us
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Full time
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Nice to have
- 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.
Full 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.