Link Solutions, Inc. ยท 5 months ago
Service Desk Site Lead
Adelphi, MD, USA
Full-time
Onsite
Senior Level, Lead/Staff
$72K/yr - $82K/yr
10+ years expLink Solutions, Inc. delivers reliable Information Technology services to government clients. They are seeking a Service Desk Site Lead to oversee ticket management and provide Tier II support, ensuring quality control and service improvement while interfacing with the Program Manager.
Information Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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 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.)
Must receive Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent, within 6 months of start date
Preferred
Information Technology Infrastructure Library (ITIL) v4 certification
A Microsoft operating system environment certification (e.g., Windows 10, Windows 11, or Microsoft Server 2019, etc.)
Experience creating and modifying documentation for technical processes and procedures
Experience working in a Department of Defense (DoD) environment
A problem solver and troubleshooter who thrives in resolving complex problems
Excellent communication skills (written and oral) and interpersonal skills
Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks
Benefits
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
More
Company
Link Solutions, Inc.
Link Solutions, Inc. provides IT Infrastructure Support, Application Development, Cybersecurity and Virtualization, Cloud and Mobility services to U.S.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase