MAC Service Desk Technician

4 weeks ago

Hyattsville, United States Agile Defense Full time

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 #: 464

Job Title: Desk Side Agent III

Location: 2800 Powder Mill Rd, Adelphi, Maryland 20783

Clearance Level: Active DoD - Secret

Required Certification(s):

• Security+

• Secret Clearance (ability to obtain Top Secret)

SUMMARY

The U.S. Army Research Laboratory (ARL) of the U.S. Army Research Development and Engineering Command (RDECOM) is the Army's corporate laboratory. It's a diverse assortment of unique facilities and a dedicated workforce of government and private sector partners make up the largest source of world-class integrated research and analysis in the U.S. Army. ARL discovers, innovates and transitions research in order to provide the best technologies for our Soldiers. ARL's program consists of basic and applied research and survivability/lethality and human factors analysis.

JOB DUTIES AND RESPONSIBILITIES

• Help Desk Specialists supporting Army Research Lab must be proficient in configuring & imaging, supporting, and troubleshooting Apple MacOS, Apple iOS, Microsoft Windows operating systems and fielding related how-to questions

• Microsoft Outlook, Word, Excel, Power Point, Teams, OneDrive for Mac and Windows (Office 365)

• Candidates must have the ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies

QUALIFICATIONS

Required Certifications

• Security+

• Secret Clearance (ability to obtain Top Secret)

Education, Background, and Years of Experience

• Minimum of three (3) years' experience in troubleshooting end-user hardware and peripherals, operating systems, software applications, and network connectivity

• Demonstrated Mac proficiency

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

• Candidates must be proficient in supporting MicrosoftOffice365, (including, but not limited to):

• Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA)

• Candidates must have demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures

• Candidates must have demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities

• Candidates must have experience in developing training materials and provide training to users with various skill levels

• Candidates must have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed

• Demonstrated Mac proficiency

• Critical thinker

• Adept at problem-solving

WORKING CONDITIONS

Environmental Conditions

• Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Strength Demands

• Sedentary - 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Physical Requirements

• Stand or Sit; Walk; Use Hands / Fingers to Handle or Feel; See

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.

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 ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry - 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 - 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

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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