Link Solutions is seeking a Service Desk/Video Teleconferencing (VTC) Support Specialist (Associate-Level) to join our team in (APG) Edgewood, MD.
- Must be a US Citizen
- Secret Clearance required
- Non-remote (relocation incentive available)
The Service Desk/Video Teleconferencing (VTC) Support Specialist will be responsible for providing Tier 2 concierge-like support to more than 3,000 users at the Chemical Biological Center (CBC) IT Mission Support Center in Aberdeen Proving Ground, MD. The ITMSC encompasses support for 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.
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.
Service Desk Responsibilities:
- 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.
- 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.
VTC Responsibilities:
- Provide technical expertise involved in the operation and support of the Audio/Visual (AV) and video conferencing infrastructure.
- Work closely with organization VTC support personnel and act as a SME for technical issues and offer recommendations as requested.
- 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 in accordance with DOD guidelines.
- Maintain up-to-date documentation for all AV and VTC systems and services.
- Coordinate periodic AV and VTC training sessions.
- Provide all operations, maintenance, and scheduling of conferences and manage CBC VTC services in all conference rooms, utilizing VTC capabilities.
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.
Shift:
- 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, inclement weather, and site closures.