Helpdesk Specialist

About Agile Defense   At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.   Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests. Requisition #: 1412 Job Title: Helpdesk Support III Job Title for Careers Page: Helpdesk Specialist Location: Quantico, VA Clearance Level: Top Secret Required Certification(s): Compliant with DoD 8570.01-M IAT level II – CCNA-Security, CySA+, GICSP, GSEC, Security+CE, or SSCP. Professional series Certification within the product groups technology scope (e.g. MCA).   SUMMARY   The Customer’s mission is to provide advanced, reliable and secure communications, knowledge management, information systems support (voice, video and data) and data center management for the Organization in order to enable their global Network Operations mission of operating and defending the enterprise network. The Customer provides 8x5x52 (Federal business days) on site and 24x7x365 on call desktop and network support to three buildings located in Quantico, VA. The Customer supports approximately 1200 users, and the ancillary devices to support them to include workstations, printers, telephones, mobile phones (Android / Apple), servers, switches and Laptops. The average amount of trouble tickets handled by the branch is approximately 250 per month at the main facility in Quantico, VA.   Team provides coverage from 0600-1700 daily. Team members start at different times to provide this coverage and rotate every 6 months. For example, we have personnel that provide coverage from 0600-1400, 0800-1600, 0900-1700.   JOB DUTIES AND RESPONSIBILITIES   Provide local area network support for any desktop related problems, to include, but not limited to installation of software and service requests for assets located on the unclassified and classified network. Identify, research, and resolve technical problems as related to the user workstations, software and other related user equipment, such as mobile phones. Provide Tier II support to end users for either PC, server, or mainframe applications or hardware. Support up to 100 global users of the JWICS. Monitor and respond to hardware, software, and network problems. Provide support and assist with the Continuity of Operations Plans (COOP). Develop and implement a process through which incidents are controlled, this includes problem recognition, research, isolation, resolution, and follow-up steps as defined in the ITIL version 4 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems. Respond to service requests via Remedy, telephone calls, email, and direct personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution as defined in the ITIL version 4 framework established Guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems, and in accordance with required response times. Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem. Recommend systems modifications to reduce user problems. Interact with Marine Corps Intelligence Activity (MCIA) network services, software systems engineering, and applications development to restore service and identify and correct core problems on JWICS. Experience with Mobile Devices, iPhones and Samsung configuration.   QUALIFICATIONS Required Certifications   DoD 8570 Level II certification Education, Background, and Years of Experience 3 Years of Desktop Support Experience. Experience with Windows 11 installation and troubleshooting. Experience with imaging devices.   ADDITIONAL SKILLS & QUALIFICATIONS Required Skills   Preferred Skills ITIL Foundation (v3) or greater (desired) Microsoft Certified Desktop Administrator Associate (MCA) (desired) VMWare Certified Professional (VCP) (desired) Android/iOS Mobile Device Management via Intune   WORKING CONDITIONS Environmental Conditions   Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.     Strength Demands Light – 20 lbs. Maximum lifting with frequent lift/carry up to 10 lbs. A job is light if less lifting is involved but significant walking/standing is done or if done mostly sitting but requires push/pull on arm or leg controls.     Physical Requirements Stand or Sit Walk Repetitive Motion Use Hands / Fingers to Handle or Feel Stoop, Kneel, Crouch, or Crawl Talk or Hear See Push or Pull Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse)