Computer User Support Specialist

Computer User Support Specialist role at Link Solutions, Inc.

White Sands Missile Range, NM – advanced Tier 2, concierge-level support to more than 300 users at the U.S. Army Combat Capabilities Development Command (DEVCOM) Analyst Center. Support delivered through email, Microsoft Teams, Service Now incident tickets, and in-person assistance for walk‑in issues.

Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. We offer a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services. ISO 9001:2015, ISO 20000-1:2018, ISO 27001:2022 certifications and CMMI ML3 for Services and Development.

Computer User Support Specialist (Senior-Level) – U.S. Citizen, IAT Level II certification required. Non-remote (relocation incentive available).

• Diagnose and repair hardware and software issues for computers, network printers, scanners, and mobile devices in unclassified and classified environments.
• Provide troubleshooting and support using automated tools and diagnostics for Windows 10, iOS, Microsoft Office 365, One Drive, Trellix HBSS/HIPS, SharePoint, and Microsoft Active Directory.
• Install and configure new computers and relocate existing systems, ensuring full functionality and error‑free operation while preserving and transferring user data.
• Respond to all issues received via email, walk‑in, or assigned by the RNEC during duty hours through email, phone, or deskside support, ensuring compliance with SLAs.
• Monitor compliance with information management policies during account verification and management within the Army Training Certification Tracking System.
• Maintain and update approved Microsoft Windows OS images; provide feedback, software updates, and configuration changes to RCC and NEC imaging teams.
• Research, document, and resolve technical issues independently and collaboratively.
• Develop, test, and implement new software and patches prior to release to the general user base.
• Deliver high‑quality support for mission‑critical systems and VIP end users.
• Collaborate with enterprise directorates and installations to ensure comprehensive end‑user support.
• Serve as a focal point for organizational computer‑related activities, providing guidance on technical aspects of systems and applications.
• Perform advanced technical functions, including system analysis, account creation and tracking, group policy management, scripting, and account administration.
• Apply specialized subject matter expertise in one or more areas of service desk operations.
• Facilitate and manage video teleconference events using CISCO and Microsoft Teams‑based systems; provide timely updates to the team, management, and users regarding event status.

Service Desk coverage consists of opening or closing shifts scheduled between 7:00 am and 5:00 pm, Monday through Friday (except for Federal Holidays, inclement weather, and site closures).

• U.S. 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, GICSP, GSEC, SSCP, etc.).
• Bachelor’s Degree in Computer Science, Information Systems, or related field + comprehensive understanding of computer science concepts ∨ two (2+) years relevant experience in an IT or Service Desk environment.
• Computing Environment certification in either Windows Server, ACAS, HBSS, or similar technology within 6 months of hire.

• Bachelor’s Degree
• Four (4+) years of relevant experience in an IT or Service Desk environment.
• Active Secret Clearance.
• 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 Solar Winds Web Helpdesk and Remedy.
  
  Experience working in a Department of Defense (DoD) environment.
• A problem solver and troubleshooter who thrives in resolving complex problems.
• Strong self‑starter…