Service Desk Support Specialist; Senior-Level

• Full-time
• Compensation: USD 75,000 - USD 85,000 - yearly

Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services.

If you’re looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions! Link is quality and compliance-focused, under our guiding philosophy, “Mission First, Customer Always".

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.

Link Solutions is seeking a Service Desk Support Specialist (Senior-Level) to join our team in Orlando, FL.

• Active DoD Secret Clearance required
• DoD 8570/8140 IAT Level II certification or higher is required

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.

• 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, One Drive, 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.
• Support VIP users and mission-critical systems while delivering exceptional customer service and responsiveness.
• Work with project managers and technical teams to identify opportunities for process improvement and enhanced…