Service DeskVideo Teleconferencing (VTC) Support Specialist

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 Chemical Biological Center (CBC) IT Mission Support Center (ITMSC) provides above baseline/ Tier 2 concierge-like support to more than 3000 users between 7:00 am and 5:00 pm Monday through Friday by phone email and walk-in requests. 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.

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 users 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. 

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.

Qualifications :

• U.S. Citizen 
• Active DoD Secret Clearance
• IAT Level I Certification (CompTIA A Network CE equivalent or higher).
• Associate degree in Computer Science Information Systems or a related field with a comprehensive understanding of computer science concepts or one (1) year of experience.
• Computing Environment (CE) certification within 6 months (i.e. Microsoft IT Certified Professional Windows 10 or 11). 
• 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.

Preferred Skills:

• IAT Level II Certification (CompTIA Security CE CCNA Security Training CySA GICSP GSEC) equivalent or higher.
• BA/BS 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 desktop.
• Experience working with Microsoft Teams application/conferencing features.
• Experience working with Cisco and Tandberg systems/equipment.
• Windows 10 certification
• Cisco Collaboration certification
• Experience working in a Department of Defense (DoD) environment.

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