IT Service Desk Technician

Agile Defense is seeking an on-site IT Service Desk Technician to back AFOSR staff at our Arlington, Virginia facility. This role provides Tier 1–2 IT support, handling Windows 11 endpoints, mobile devices, printers, and video conference setup, on a Monday through Friday schedule from 7:30 a.m. to 4:00 p.m. The position offers a salary range of USD 68,000 to 75,000 per year and requires being onsite daily.

Responsibilities

• Deliver Service Desk support to AFOSR office staff with a focus on effectiveness, professionalism, and accountability to our customers.
• All incidents and service requests are received as tickets through the USAF-approved ServiceNow system.
• Provide guidance and support for walk-up requests, directing users to submit tickets in ServiceNow or entering requests on their behalf when appropriate.
• Provide endpoint management and basic user support for mobile devices (iPhone/iPad).
• Manage and resolve support tickets to meet contract service level agreements for ticket closure times and customer satisfaction expectations.
• Build, deploy, maintain and troubleshoot Windows 11-based computers, mobile device units, and other personal computing hardware.
• Follow rigorous site processes tied to contract asset management and IT inventory reporting requirements.
• Standard work day is 7:30 a.m. to 4:00 p.m., Monday–Friday, with occasional surge periods to meet emerging needs.

Requirements

• Windows 11
• Office 365
• Incident Management experience
• Ability to be onsite every business day from 7:30 a.m. to 4:00 p.m.
• Strong communication and people skills
• Secret clearance to start
• Security+
• Minimum 3 years of related IT support experience
• Bachelor’s degree preferred

Technologies

• Windows 11
• Office 365
• ServiceNow
• Zoom
• Microsoft Teams
• iPhone
• iPad
• Mac OS

Working Conditions

• Environmental Conditions: In office
• Strength Demands: Frequently moves IT related equipment weighing up to 10 pounds across the office spanning 2 floors by stairs or elevator to support equipment exchanges for users
• Physical Requirements: Ability to remain stationary for approximately 50% of the time to perform desk-based tasks
• Physical Requirements: Ability to move throughout the office to interact with customers in offices and conference rooms
• Physical Requirements: Ability to operate a computer and office productivity equipment (such as mobile devices, printers, and copiers) to complete essential job functions
• Physical Requirements: Ability to communicate and exchange information with clients regarding IT support needs, using appropriate communication methods
• Physical Requirements: Ability to assess, compare, and inspect IT equipment as required for inventory and support tasks

Our Core Values

• 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 fosters mutual respect, open communication, and a willingness to learn from one another and tackle any task.
• Hungry - Be Eager. Our drive for excellence fuels continuous improvement and a strong appetite for innovation in the face of challenges.
• Hustle - Be Driven. A relentless work ethic drives us to go above and beyond to support the mission and achieve success.