IT Support Specialist

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:

• $60000 - $70000 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:

• Bachelors 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. 

Remote Work :

No

Employment Type :

Full-time