Service Desk Technician (Intermediate-Level)

Link Solutions is seeking a Service Desk Technician (Intermediate-Level) to join our team at White Sands Missile Range, NM.

• Must be a U.S. citizen with an active DoW Top Secret Clearance
• IAT Level II Certification equivalent or higher
• Non-remote (relocation incentive available)

Join a mission-driven team supporting the Army Research Laboratory (ARL), where your technical expertise directly contributes to critical research and national security initiatives. As a Service Desk Technician, you will be the front line of IT support, serving as the trusted technical resource for end users and stakeholders across a dynamic enterprise environment.

This is an opportunity to be part of a collaborative and highly skilled team that values innovation, professional growth, and work-life balance. You'll gain hands-on experience supporting advanced technologies, solving complex technical challenges, and helping drive operational excellence within a leading federal IT environment.

Job Responsibilities:

• Deliver Tier I and Tier II technical support for a wide range of hardware, software, mobile devices, and enterprise IT systems.
• Provide exceptional customer service by troubleshooting, diagnosing, and resolving technical issues quickly and effectively.
• Recommend system and process improvements to enhance the user experience and optimize information systems and network resources.
• Escalate and coordinate complex issues with Tier III support teams and technical specialists to ensure timely resolution.
• Collaborate with infrastructure, network operations, systems engineering, cybersecurity, and application support teams to restore services and address root causes.
• Document incidents, service requests, troubleshooting steps, and resolutions in accordance with established procedures.
• Support a fast-paced environment where your problem-solving skills help maintain critical mission operations.

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. 

• U.S. citizen with an active DoW Top Secret Clearance
• BA/BS Degree in Computer Science or Information Technology with two (2+) years of experience OR five (5+) 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.).
• Experience creating and modifying documentation for technical processes and procedures.
• Proficiency with Microsoft Office products.
• Ability to work with customers to develop new value-added programs and data solutions with existing structures and new requirements.
• Ability to work in a fast-paced and constantly evolving environment.

Preferred:

• Microsoft 365 Certified: Endpoint Administrator Associate
• 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.
• Strong self-starter requiring minimal supervision.
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

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 incentive program, 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.