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Agile Defense · 21 hours ago

Helpdesk Support Specialist

Quantico, VA

Full-time

Onsite

Mid Level

3+ years exp

Agile Defense is committed to providing advanced, reliable and secure communications and information systems support. The Helpdesk Support Specialist will provide Tier II support to end users, monitor and respond to hardware and software issues, and assist in maintaining the continuity of operations for their global network operations mission.

Information ServicesInformation TechnologySoftware

Growth Opportunities

No H1B

Security Clearance Required

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

Qualification

DoD 8570 Level IIWindows 11 troubleshootingMobile Device ManagementITIL FoundationMicrosoft Certified Desktop AdministratorVMWare Certified ProfessionalAndroid/iOS ConfigurationDesktop Support Experience