Help Desk Support Technician II

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 #: 1596

Job Title: Help Desk Support Technician II

Location: Aberdeen Proving Ground, MD

Clearance Level: Secret, Must Have Clearance to Start

Required Certification(s): Security+

Job Description

• Provides technical assistance and training to system users.
• Responds to users' requests for assistance by phone and in person, generally handling non-routine technical issues.
• May staff a help desk or information center. Installs and modifies personal computer and network hardware, software, and peripherals.
• Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
• Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs.
• Requires comprehensive knowledge of employer's stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.
• Requires a working knowledge of operating systems such as Windows, MAC, or UNIX.

Education and Background

• Typically, has completed high school, and has 3 - 4 years of experience, or equivalent relevant work experience, e.g., each year of work experience may be substituted for each year of education required

Years of Experience

3-4 years

Required Skills

• 3 years+ experience working in an IT environment
• Strong customer service both verbal and written to a wide range of end-users
• Strong troubleshooting skills
• PC hardware, printers, scanners, computer peripherals, Mobile devices (iOS)
• Windows 10, Office 365
• Obtain Microsoft certification within 6 months (Computing environment)
• Handle Tier 2 service desk calls and escalations through tickets and/or phone
• Follow up on ServiceDesk tickets and fulfill/resolve in a timely resolution
• Assist with basic hardware/software/user troubleshooting and first call resolution calls
• Mobile device and printer management
• Manage documents for tracking assets, tickets, and/or other items as needed
• Other duties may be added and/or assigned as needed

Preferred Skills

• ServiceNow/Other Ticketing System experience

Working 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.
• Sedentary – 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Our Core Values Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

• Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
• Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
• Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
• Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
• Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
• Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities