IT Support Specialist

Company Description

Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud and Mobility services.

If you're looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions! Link is quality and compliance-focused, under our guiding philosophy, "Mission First, Customer Always".

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 an IT Support Specialist to join our team in Orlando, FL.

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

The IT Support Specialist will support the South East Region Cyberspace Support Center (RCSC) and be responsible for coordinating ticket management, service request tracking, operational reporting, and customer support activities supporting mission-critical government operations.

This role serves as a key member of the service delivery team and is responsible for managing ticket workflows, monitoring service performance metrics, maintaining operational records, and ensuring support requests are accurately documented and processed. The successful candidate will work closely with technical teams, Government stakeholders, and support personnel to ensure efficient service delivery and exceptional customer support.

The ideal candidate is highly organized, detail-oriented, customer-focused, and experienced in ticket management, documentation, reporting, and IT operations support within enterprise or Department of Defense environments.

Job Responsibilities:

• Utilize the AESMP (ServiceNow) platform to create, update, manage, track, and close service requests, incidents, and work orders.
• Monitor ticket queues and ensure service requests are properly documented, prioritized, assigned, and resolved within established service levels.
• Maintain accurate records within ticketing systems, ensuring data integrity and completeness.
• Generate and maintain operational reports related to service desk activities, ticket status, performance metrics, and customer support operations.
• Monitor ticketing metrics and identify opportunities to improve service delivery, operational efficiency, and customer satisfaction.
• Support quality assurance reviews to ensure compliance with established procedures, policies, and customer requirements.
• Update and maintain ticket databases and track incidents, work orders, service requests, and support activities.
• Collaborate with technical teams, project managers, and Government stakeholders to support operational requirements and service delivery objectives.
• Assist with documentation management, schedule development, records maintenance, and configuration management activities.
• Support process improvement initiatives, knowledge management efforts, and operational reporting requirements.
• Develop and maintain standard operating procedures, process documentation, and knowledge articles.
• Ensure compliance with company policies, customer requirements, and applicable government regulations.
• Provide exceptional customer service while supporting mission-critical systems and operations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position.

Compensation Range:

• $60,000 - $70,000 annually
• Full-Time (Monday-Friday)

Several factors influence final compensation, including relevant experience, technical expertise, certifications, and education.

Qualifications

• U.S. Citizen.
• Active DoD Secret Clearance.
• Minimum of four (4) years of experience supporting IT operations, service desk activities, ticket management, customer support, or related information technology functions.
• Experience utilizing ticket management systems, service management platforms, or enterprise support tools.
• Experience developing, managing, and maintaining schedules, reports, technical documentation, and configuration management records.
• Experience supporting customer service operations within an IT environment.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Strong written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced operational environment.

Preferred:

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field.
• Experience working within a Department of Defense (DoD) environment.
• Experience with ServiceNow, AESMP, or similar IT Service Management (ITSM) platforms.
• Experience supporting Knowledge Management initiatives, process development, or documentation programs.
• Experience providing support for mission-critical systems and high-visibility customers.
• Familiarity with ITIL, service management principles, and customer support best practices.
• Excellent written, verbal, and interpersonal communication skills.
• Superior organizational skills, attention to detail, and ability to prioritize and manage multiple tasks effectively.
• Strong analytical and problem-solving skills.

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.