Help Desk Support Service Specialist (Intermediate and Senior Level)

Link Solutions is seeking a Help Desk Support Service Specialist (Intermediate and Senior Level) to join our team in support of the US Army's Network Enterprise Center at Fort Leonard Wood, MO.  Must be a US CitizenSecret Clearance requiredNon-remote (relocation incentive available)As a Help Desk Support Service Specialist, you will be the face of our team, providing Tier II concierge-like support to users via email, Microsoft Teams, phone, or walk-in issues. You will provide support and education to users in various areas of hardware, software, mobile devices, networking (VPN and Citrix), system administration, licensing management, and printer support.Become an integral part of a professionally diverse team while working at an industry-leading organization, where work/life balance and employees come first. This is a great opportunity that will allow you to work on innovative projects that offer advancement and growth while helping protect our national security.Intermediate Level Responsibilities:Installation of all new computers and the relocation of computers within locations as provided, including backing up and restoring user data. Install computer hardware and software, including patches, and updates while ensuring user functionality and network security. Provide technical support and user education, focusing on troubleshooting, diagnostics, and user account management.Ensure all issues received via email, phone, walk-in, or assigned by the RNEC during duty hours have a request created and are responded to via email, phone call, or desktop support. Provide troubleshooting and support using automated tools and diagnostics for various hardware and software platforms including but not limited to Windows 10, iOS, Microsoft Office 365, OneDrive, Trellix HBSS and HIPS, SharePoint, and Microsoft Active Directory. Update and maintain the current approved Microsoft Windows OS images and provide feedback as needed regarding identified issues. Create, update, and maintain standard operating procedures (SOPs) and knowledge base materials. Senior Level Responsibilities: All Intermediate responsibilities.   Provide daily supervision and direction to personnel across the Help Desk team.Provide training and mentorship to Help Desk Support Technicians, helping them develop their skills and knowledge.Manage, coordinate, and track work across the Help Desk team.Maintain overall responsibility for the Help Desk delivery team.Collect and review data for capacity and planning purposes.Assist in developing, implementing, testing, and maintaining disaster recovery plans.Interface with vendors for procurement & maintenance of all IT infrastructures.Support the development and delivery of training sessions to ensure staff understand Help Desk resources.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.