Helpdesk Support III

Agile Defense is seeking a Helpdesk Support III professional to deliver on-site Tier II desktop and network support in Quantico, VA, covering both unclassified and classified environments. In this role, you will help keep day-to-day operations moving for approximately 1,200 users by resolving incidents and service requests, while supporting continuity needs across multiple facilities.

This position supports the main Quantico site across three buildings and processes an average of 250 trouble tickets per month. You will work within an ITSM-focused environment aligned to ITIL v4, with responsibilities spanning troubleshooting, documentation, coordination with engineering teams, and JWICS support for up to 100 global users. A Top Secret clearance is required to start, along with DoD 8570 Level II compliance.

What You’ll Do

• Provide local area network support for desktop-related issues, including software installation and service requests across unclassified and classified networks.
• Identify, research, and resolve technical problems impacting user workstations, software, and associated equipment such as mobile phones.
• Deliver Tier II assistance for end-user needs across PC, server, or mainframe applications and hardware.
• Monitor and respond to hardware, software, and network issues, including JWICS service support.
• Support and assist with Continuity of Operations Plans (COOP).
• Follow incident management workflows, including problem recognition, research, isolation, resolution, and follow-up in line with ITIL v4 and ITSM guidelines.
• Respond to service requests through Remedy, phone, email, and in-person support.
• Document, track, and monitor issues to support timely resolution according to ITIL v4, ITSM standards, and required response times.
• Collaborate with network services, software engineering, and application development teams to restore service and identify root causes.
• Recommend system modifications to reduce recurring user problems.
• Coordinate with MCIA network services, software engineering, and application development teams to restore service and resolve core issues on JWICS.
• Configure and support mobile devices, including iPhones and Samsung devices.

Required Qualifications

• Active Top Secret clearance to start.
• DoD 8570.01-M compliance for IAT Level II, including one of the following: CCNA-Security, CySA+, GICSP, GSEC, Security+CE, or SSCP.
• DoD 8570 Level II certification.
• 3 years of desktop support experience.
• Experience with Windows 11 installation and troubleshooting.
• Experience with imaging devices.
• Professional series Certification within the product groups technology scope (example provided: MCA).

Technologies You May Use

• DoD 8570.01-M, DoD 8570, CCNA-Security, CySA+, GICSP, GSEC, Security+CE, SSCP
• MCA, ITIL v4, ITSM, Remedy, JWICS
• Windows 11, Intune, iPhones, Samsung devices
• VMware Certified Professional (VCP)

Schedule and Working Conditions

• Operating on an 8x5x52 schedule.
• Contractor site with 0%–10% travel possible.
• Possible off-hours work to support releases and outages.
• General office environment; work is generally sedentary with possible standing and walking up to 10% of the time.
• Travel may be limited; support is primarily onsite in Quantico, VA.

Clearance: Top Secret (must have clearance to start). Location: Quantico, VA (onsite). Salary: USD 80,000 - 90,000 per year. Req #: 1941. Strength/Physical: Light work; light lifting up to 20 lbs maximum, with frequent lifts/carries up to 10 lbs, including standing/sitting, walking, repetitive motion, using hands and fingers, and potential stair climbing.