Service Desk Site Lead

Job Title:

Service Desk Site Lead

Location:

Adelphi, MD

Company:
Link Solutions, Inc.

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Job Description:

Link Solutions is seeking a Service Desk Site Lead to join our team at Adelphi, MD.

Clearance and Citizenship

• Must be a US Citizen
• Must have an active DoD Security Clearance

Work Arrangement

• Non-remote
• Relocation incentive available

Job Responsibilities

• Oversee Tier I and Tier II ticket management, queue managers, and Quality Assurance Analysts.
• Responsible for ticket assignment for completion.
• Responsible for quality control processes, service improvement, and performance monitoring.
• Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests.
• 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.
• Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.

Important Note

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

• Must be a US Citizen
• Must have an active DoD Security Clearance
• Must have a BA/BS in computer sciences or information technology, or a High School Diploma with four (4+) additional years of experience
• Ten (10+) years of relevant experience in IT or Service Desk
• IAT Level II Certification or equivalent per DoD 8570/DoD 8140 (e.g., CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP)
• Must obtain Microsoft 365 Certified:
  Endpoint Administrator Associate, or equivalent, within 6 months of start date

Preferred

• ITIL v4 certification
• Microsoft operating system environment certification (e.g., Windows 10/11, Windows Server 2019)
• Experience documenting technical processes and procedures
• Experience in a DoD environment
• Strong problem solving, communication, and organizational skills

Salary Range

$49,000 - $82,000

Additional Information

• Competitive compensation and benefits package including holidays, PTO, medical/dental/vision, life insurance, disability, and more
• Relocation incentive program, certification reimbursement, retirement benefits
• Link Solutions, Inc. is an EOE. AA/M/F/D/V. E-Verify participant. All information kept confidential per EEO guidelines.

Company Certifications

• ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2022 certifications; CMMI ML3 for Services and Development

Job Demographics

• Seniority level:
  Associate
• Employment type:
  
  Full-time
• Job function:
  Information Technology
• Industries: IT Services and IT Consulting

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