Job Description

Link Solutions is seeking a Service Desk/Video Teleconferencing (VTC) Support Specialist (Associate-Level) to join our team in Aberdeen, MD.

• Must be a US Citizen
• Non-remote (relocation incentive available)

The Service Desk/Video Teleconferencing (VTC) Support Specialist will help provide Tier 2 concierge-like (phone, email, and walk-in requests) support to more than 3,000 users at the IT Mission Support Center (ITMSC) at the Chemical Biological Center (CBC).

The ITMSC encompasses support across various areas of hardware, software, mobile devices, networking (VPN and Citrix), system administration, cybersecurity, and printer support. VTC support may also include Secure Video Teleconferencing (SVTC) system configuration and support.

Job Responsibilities:

• Service Desk and VTC coverage consists of opening or closing shifts scheduled between the hours of 7:00 am to 5:00 pm, Monday through Friday, except for Federal Holidays and inclement weather and site closures.
• Ensure all calls, emails, or walk-in issues received during duty hours are responded back to the user via phone call, email, or issue ticket within Service Level Agreements (SLAs).
• Provide troubleshooting and support using automated tools and diagnostics for various hardware and software platforms including but not limited to Windows 7/10, iOS and Android, Microsoft Office 2016 and Office 365, McAfee HBSS and HIPS, Citrix VDI, SharePoint, and Microsoft Active Directory.
• Installation of all new computers and the relocation of computers within locations as provided. Install all computer hardware and software to ensure the user is fully functional and operational without errors and preserve the user’s data to be transferred to the new PC.
• Diagnose and repair hardware and software-related issues for computers, local printers, network printers and scanners, and mobile devices across unclassified and classified environments.
• Ability to work cooperatively and independently to research and document issues and solutions.
• Ability to verbally or in writing communicate technical issues and solutions effectively to end-users and enterprise teams.
• Provide elevated quality service and support for the mission-critical systems and VIP end users.
• Add, modify, and edit in SharePoint and Active Directory records/permissions/members for computer and user objects.
• Ability to work collaboratively with multiple enterprise teams to provide complete support to the end-user.

Additional duties:

• Provide all operation, maintenance, and scheduling of conferences and manage CBC VTC services in all conference rooms utilizing VTC capabilities.
• Provide technical expertise involved in the operation and support of the Audio/Visual (AV) and video conferencing infrastructure.
• Configure and test AV and VTC equipment to meet specific requirements, and attend/monitor special events for timely AV support services.
• Schedule, coordinate, and oversee all system maintenance, both preventative and emergency.
• Patch and STIG equipment.
• Maintain up-to-date documentation for AV and VTC systems and services.
• Coordinate periodic AV and VTC training sessions.

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.

Qualifications

• US Citizen
• Active T3 security clearance (will sponsor the right candidate).
• IAT Level I Certification (CompTIA A+ CE equivalent or higher).
• One (1+) year or more of directly related experience in systems administration or a similar role.
• Computing Environment (CE) certification within 6 months (Microsoft IT Certified Professional, Windows 7 or 10).

Preferred:

• Active T3 security clearance.
• IAT Level II Certification (CompTIA Security+ CE equivalent or higher).
• AA/AS degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts.
• Experience with Citrix, Dameware, Active Directory, Windows 7 & 10, Microsoft Office, iPhone, and remote desktops.
• Experience working with Microsoft Teams, Cisco, and Tandberg systems/equipment.
• Windows 10 certification and Cisco Collaboration certification.
• Experience in a high-volume call center.

Shift:

• Monday through Friday
• 7:00 AM - 5:00 PM

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 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.