Senior IT Service Desk Lead - Tier II/III Support

Link Solutions, Inc.; Orlando (FL); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Paid holidays

Medical benefits

Certification reimbursement program

Relocation reimbursement

Job summary

Link Solutions, Inc. is seeking a Senior Service Desk Support Specialist in Orlando, FL. You will deliver advanced Tier II/III support for government users, troubleshooting complex hardware, software, and access issues while mentoring junior staff.

You will collaborate with admins, cybersecurity and project teams to ensure operational readiness and exceptional service delivery in a fast-paced environment.

Qualifications

• 8+ years of experience in enterprise IT support environments.
• DoD 8570/8140 IAT Level II certification or higher.
• Experience supporting Windows 10/11, Microsoft 365, AD, SharePoint and enterprise endpoints.
• Experience leading incident resolution and mentoring junior technicians.
• Experience with ITSM platforms for incident, change, and service requests.

Responsibilities

• Provide Tier II/III service desk support via multiple channels (email, Teams, phone, remote sessions, in-person).
• Document, prioritize, track, and resolve incidents and service requests.
• Route tickets to appropriate teams and ensure timely communication.
• Troubleshoot complex hardware, software, OS, network, and account issues.
• Manage Active Directory user accounts, passwords, access requests, and group memberships.
• Deploy and support desktops, laptops, mobile devices, and peripherals.
• Support Windows 10/11, M365, Teams, OneDrive, SharePoint, and related technologies.
• Develop technical training and knowledge-sharing sessions.
• Create and maintain SOPs and knowledge base articles.
• Support VIP users and mission-critical systems with strong customer service.
• Identify process improvements for service delivery.

Skills

Tier II/III support

Active Directory administration

Windows 10/11

Microsoft 365

Microsoft Teams

Remote support

Documentation

Mentoring

ITSM

Education

Bachelor's degree in Computer Science or related field

DoD security/ IA certifications (preferred)

Tools

Active Directory

SharePoint

OneDrive

Microsoft 365

Trellix HBSS/HIPS

Citrix

Job description

Link Solutions, Inc. is seeking a Senior Service Desk Support Specialist in Orlando, FL. You will deliver advanced Tier II/III support for government users, troubleshooting complex hardware, software, and access issues while mentoring junior staff.

You will collaborate with admins, cybersecurity and project teams to ensure operational readiness and exceptional service delivery in a fast-paced environment.