Help Desk Support Analyst (Entry-Level)

Link Solutions, Inc.; Frederick (MD); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Relocation incentive

Certification reimbursement program

Job summary

Link Solutions, Inc. in Frederick, MD is seeking an entry-level Help Desk Support Analyst to join the DHA OPMED program at Ft. Detrick.

You will provide Tier I/II support for desktop and mobile devices, resolve hardware and software issues, and ensure minimal downtime for mission-critical systems. The ideal candidate is a U.S. citizen with an active Secret clearance, has basic Windows/Office 365 experience, and strong customer service skills.

Qualifications

• U.S. Citizen with an active Secret security clearance.
• IAT Level II Certification or higher per DoD standards.
• 1+ years of Help Desk/Service Desk experience in an enterprise IT environment.
• Experience supporting Windows desktop/laptop systems, including remote support.
• Working knowledge of Windows OS, Office 365, and common desktop software.
• Experience diagnosing hardware, software, peripheral, and network issues.
• Familiarity with printers and basic device support.
• Strong customer service skills in a professional environment.

Responsibilities

• Provide Tier I and II technical support to end users by troubleshooting hardware and software issues and escalating complex problems as needed.
• Install, configure, maintain, and support desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot OS, application, network, and connectivity issues to minimize downtime.
• Support Windows, Office 365, and enterprise software.
• Document, track, and manage service requests via the ticketing system.
• Manage user accounts and access, ensuring secure and efficient operations.
• Assist with workstation deployments, upgrades, and hardware refreshes.
• Maintain accurate documentation of issues, resolutions, and configurations.
• Collaborate with IT teams to ensure continuity of operations.

Skills

Security clearance

IAT Level II

Help desk experience

Windows support

Office 365

Troubleshooting

Printer support

Customer service

Remote support

Education

Bachelor's degree in Computer Science/Information Technology

Tools

Ticketing system

Job description

Company Description

Link Solutions delivers reliable and effective Information Technology services to government clients in support of critical mission needs. By remaining at the forefront of emerging technologies, we provide innovative Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud, Mobility, Artificial Intelligence, Automation, and Data Analytics solutions that enable government agencies to modernize, secure, and transform their operations.

Company Description

Link Solutions delivers reliable and effective Information Technology services to government clients in support of critical mission needs. By remaining at the forefront of emerging technologies, we provide innovative Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud, Mobility, Artificial Intelligence, Automation, and Data Analytics solutions that enable government agencies to modernize, secure, and transform their operations. If you're looking for a technology company that is helping shape the future of the digital landscape, look no further than Link Solutions. We leverage emerging technologies and industry best practices to deliver modern, mission-focused solutions that help our customers meet today's challenges while preparing for tomorrow's opportunities. Guided by our philosophy, "Mission First, Customer Always," Link is committed to quality, compliance, innovation, and exceptional service. 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.

Job Description

Link Solutions is seeking a Help Desk Support Analyst (Entry-Level) to join our team in support of the Defense Health Agency (DHA) Operational Medical Systems (OPMED) at Ft. Detrick, MD.

• U.S. Citizen
• Active Secret Security Clearance
• Non-remote (relocation incentive available)

The Help Desk Support Analyst will support and maintain the functionality, performance, and efficiency of desktop computing systems used in support of OPMED operations. In this role, the Analyst will provide technical assistance to end users, including troubleshooting and resolving hardware, software, and peripheral-related issues. Working as part of Tier I and Tier II support teams, the Analyst will respond to service requests and incident tickets to ensure uninterrupted operations and high levels of customer 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.

Job Responsibilities

• Provide Tier I and Tier II technical support to end users by responding to service requests, troubleshooting hardware and software issues, identifying root causes, implementing solutions, and escalating complex issues when necessary to ensure timely resolution.
• Install, configure, maintain, relocate, and support desktop and laptop computers, mobile devices, printers, and related peripherals in support of organizational operations.
• Troubleshoot and resolve operating system, software application, network connectivity, cabling, and configuration issues to minimize user downtime and maintain operational effectiveness.
• Support Microsoft Windows operating systems, Microsoft Office 365 applications, standard desktop software, and other enterprise technologies.
• Utilize the organization's ticketing system to document, track, prioritize, and manage service requests and incident resolution activities in accordance with established service levels.
• Perform account management activities, system access support, and end-user assistance to ensure a positive customer support experience.
• Assist with workstation deployments, equipment upgrades, hardware replacements, software installations, and technology refresh initiatives.
• Maintain accurate documentation of technical issues, resolutions, system configurations, and support activities.
• Collaborate with other IT support teams to resolve complex technical issues and ensure continuity of operations.
• Perform physical tasks associated with IT support, including lifting, transporting, installing, and organizing computers, monitors, printers, and other technology equipment as required.

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

• U.S. Citizen with an active Secret (T3) security clearance.
• IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE, CCNA Security, GICSP, GSEC, SSCP, etc.).
• One (1+) years of experience providing Help Desk, Service Desk, or technical support services in an enterprise information technology environment.
• Experience supporting and troubleshooting Microsoft Windows desktop and laptop systems, including remote support and connectivity troubleshooting.
• Working knowledge of Microsoft Windows operating systems, Microsoft Office 365 applications, and common desktop software, with the ability to quickly learn and support new applications and technologies.
• Experience diagnosing and resolving hardware, software, peripheral, and network connectivity issues.
• Familiarity with troubleshooting and supporting local and network-connected printers.
• Strong customer service skills with experience supporting a diverse user community in a professional environment.

Preferred

• Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related technical discipline.
• Experience supporting information technology systems within a Department of Defense (DoD) or other regulated government environment.
• Demonstrated troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues in mission-critical environments.
• Self-motivated professional with the ability to work independently and manage multiple priorities with minimal supervision.
• Experience providing technical support and customer service for mission-critical systems, including support for senior leaders and VIP users.
• Strong written and verbal communication skills, with the ability to effectively interact with technical and non-technical stakeholders.
• Excellent organizational skills, attention to detail, and the ability to prioritize competing requirements in a fast-paced operational environment.
• Knowledge of cybersecurity principles, endpoint security, identity and access management, and best practices for protecting sensitive information.

Additional Information

Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays, paid time off, medical, dental, vision, company-paid long and short-term disability, life insurance, referral bonuses, relocation reimbursement incentive, certification reimbursement program, retirement, and more.

Link Solutions, Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines.