Service Desk Technician (Intermediate-Level)

Link Solutions is seeking a Service Desk Technician (Intermediate-Level)  to join our team at Aberdeen Proving Ground, MD.U.S. Citizen with an active DoW Secret ClearanceIAT Level II certification equivalent or higherNon-remote (relocation incentive available)The Service Desk Technician will serve as the front line and trusted face of our team, engaging directly with users and stakeholders to deliver responsive, high-quality support for Tier I and Tier II technical issues in support of the Army Research Laboratory. In this role, you will play a critical part in ensuring operational continuity and an exceptional user experience across a dynamic environment.Join a team of highly skilled professionals at a leading organization, where innovation and mission impact go hand in hand. You will have the opportunity to contribute to cutting-edge initiatives that support national security, while benefiting from meaningful career advancement, ongoing professional development, and the chance to make a visible difference in mission-critical operations.Job Responsibilities:Provide Tier I and Tier II technical support for hardware and software.Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment to support end-user needs.Recommend system modifications to enhance the usability of Information Systems and network resources.Route and escalate requests to Tier III and other teams for quick customer issue resolution.Document, track, and update incidents and service requests in the ticketing system, ensuring accurate records and timely resolution in accordance with SLAs.Provide end-user guidance and training on standard applications, tools, and IT policies to improve user adoption and reduce recurring issues.May work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.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.