New 
Help Desk Support Specialist
 Agile Defense, LLC | |
 United States, Virginia, Arlington | |
 Jun 12, 2025 | |
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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 #:
966
Job Title:
Help Desk Support Specialist
Location:
801 N. Randolph St, Rm 732Arlington, Virginia
Clearance Level:
Active DoD - Secret
Required Certification(s):
*
Security+
SUMMARY
Agile Defense LLC provides all IT support, software development, Network Engineering, and Service desk support to the Air Force Office of Scientific Research (AFOSR). The mission of AFOSR is to identify opportunities for significant scientific advancements and breakthrough research around the world, and to bring together researchers and resources to advance revolutionary basic research for Air Force needs.
The position is part of an existing team of four persons to perform Service Desk Technician duties. They will provide in depth Tier 1-2 level support for IT related incidents and service requests leveraging proven technical experience, following ITIL methodology, and superior customer service skills to support users in a networked environment with Windows 10/11 clients, mobile devices (iPhones/iPAds), printers, scanners, monitors and other peripherals. The position also provides support for VTC (video teleconference) setup with Zoom and Teams.
JOB DUTIES AND RESPONSIBILITIES
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Provide Service Desk support to for AFOSR office staff with a focus on effectiveness, professionalism, and accountability to our customers.
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All incidents and service requests will be received as tickets from the USAF approved ServiceNow system.
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Also provide guidance and support for walk-up requests, directing users to submit tickets in ServiceNow or in some cases, entering the requests for them.
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Endpoint management and basic user support of mobile devices (iPhones/iPads)
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Tickets will be managed and resolved to meet contract service level agreements for ticket closure times and customer satisfaction expectations
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The new hire must be able to build, deploy, maintain and troubleshoot Windows 10/11 /Office (primary), mobile device units, and other personal computing hardware.
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He or she will also follow rigorous site processes tied with contract asset management and IT inventory reporting requirements.
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The standard work day is 7:30 - 4:00 Monday - Friday with occasional surge periods needed to meet emerging work requirements
QUALIFICATIONS
Required Certifications
*
Security+
Education, Background, and Years of Experience
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A high school diploma is acceptable for this position. A bachelor's degree in a computer related IT discipline may be substituted for years of experience.
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3 to 5+ years of service desk support experience
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
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Windows 10/11
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Office 365
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Incident Management experience
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Ability to be onsite every business day from 7:30am - 4:00pm
Preferred Skills
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ServiceNow incident management experience
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VTC end point setup, configuration and troubleshooting
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HP Printer networking and support
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Microsoft OneDrive experience
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Microsoft SharePoint experience
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Apple OS & iOS
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iPhone support experience
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Jamf setup and use experience
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Experience working in a Air Force (or other DoD) environment
WORKING CONDITIONS
Environmental Conditions
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The employee will generally sit and work but may be asked to help lift new IT equipment into storage. Installation of IT equipment in the customer work space requires walking, bending, crouching and lifting.
Strength Demands
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Medium - 50 lbs. Maximum lifting with frequent lift/carry up to 25 lbs.
Physical Requirements
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Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull 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.
We also believe in supporting our employees by offering a competitive and comprehensive benefits package. To explore the benefits we offer, please visit our website under the Careers section.
Happy
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Be Infectious.
Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
Helpful
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Be Supportive.
Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
Honest
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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
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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
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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
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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 Apply for this job | |