Help Desk Technician

Job Description

Link Solutions is seeking a Help Desk Technician (Tier I) to join our team in Aberdeen Proving Ground, MD. 

• Must be a U.S. Citizen 
• DoD Secret Clearance required
• Non-remote (relocation incentive available)

The Help Desk Technician (Tier I) will serve as front-line support for mission-critical personnel at the U.S. Army Combat Capabilities Development Command Chemical Biological Center (DEVCOM). The technician will be responsible for assisting users with hardware and software issues. As the face of our team, you will work directly with users to troubleshoot and resolve IT problems, providing solutions and user education. You will also provide advanced technical support for escalated issues. 

Join a team of dedicated professionals at an industry-leading organization, where you will work on innovative projects that contribute to national security. This position offers significant opportunities for career advancement and professional growth while supporting critical missions and operations.

Job Responsibilities:

• Respond to user inquiries and provide first-level technical support for hardware, software, and network issues.
• Guide users through troubleshooting steps and provide basic training on system usage and best practices.
• Document and track support requests using a ticketing system, ensuring timely resolution and follow-up.
• Work directly with users and stakeholders to troubleshoot and resolve IT problems. 
• Provide user education to increase security, computer efficiency, and knowledge. 
• Maintain repositories of self-help guides for common user issues and SOPs for processes and procedures. 

Please note that 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 U.S. Citizen. 
• Must be able to obtain and maintain an active DoD Secret Clearance. 
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• Two (2+) years or more of directly related help desk/service desk experience.

Preferred:

• DoD Secret Clearance
• BA/BS in computer science or information technology.
• Experience providing Tier I technical support.
• Proficiency with Microsoft Office products. 
• 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.

Salary Range: $60,000 - $68,000

Several factors influence the final salary or hourly rate, including but not limited to contract wage determinations, relevant work experience, role-specific skills and competencies, geographic location, educational background, certifications, and federal government contract labor categories.