Helpdesk Specialist
Application Support
Computer Skills
Customer Support
Desktop Support
End User Support
Hardware Support
Help Desk Support
Incident Management
Information Technology (IT)
IT Operations
It Service Management
IT Services
ITSM
Network Support
Onsite
Phone Support
Remedy
Remote Support
Specialist
Technical Support
Job Description
Provide local area network and Tier II helpdesk support for desktop, server, and JWICS users at Agile Defense in Quantico, VA, with ITIL-aligned incident management and COOP.
Responsibilities
- Deliver desktop LAN support, including software installations and handling service requests for assets on both unclassified and classified networks.
- Diagnose and resolve technical issues affecting workstations, software, and related user devices such as mobile phones.
- Provide Tier II assistance for PC, server, or mainframe applications and hardware.
- Support up to 100 JWICS global users.
- Monitor and respond to hardware, software, and network problems.
- Assist with Continuity of Operations Plans COOP.
- Design and execute an ITIL v4 aligned incident lifecycle, covering recognition, investigation, containment, resolution, and post-resolution follow-up per ITSM guidelines.
- Handle service requests via Remedy, phone, email, and direct personnel requests for technical support.
- Document, track, and monitor problems to ensure timely resolution in line with ITIL v4 ITSM guidelines and required response times.
- Collaborate with network services, software systems engineering, and applications development to restore service and identify root causes.
- Recommend system modifications to reduce user problems.
- Coordinate with MCIA network services, software systems engineering, and applications development to restore JWICS service and address core problems.
- Experience configuring mobile devices, including iPhone and Samsung devices.
Requirements
- DoD 8570 Level II certification.
- DoD 8570.01-M IAT Level II compliance (examples: CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, or SSCP) plus professional certification within the product group technology scope (e.g., MCA).
- Three years of desktop support experience.
- Experience with Windows 11 installation and troubleshooting.
- Experience imaging devices.
- ITIL Foundation (v3) or higher (desired).
- Microsoft Certified Desktop Administrator Associate (MCA) (desired).
- VMware Certified Professional (VCP) (desired).
- Android/iOS Mobile Device Management via Intune.
Technologies
- Remedy
- JWICS
- Windows 11
- Intune
- ITIL v4
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