Service Desk Technician

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 #: 1382 Job Title: Service Desk Technician Location: Arlington Va (AFOSR) Clearance Level: Secret
Required Certification(s): Sec+
SUMMARY
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
Provide Service Desk support to for AFOSR office staff with a focus on effectiveness, professionalism, and accountability to our customers. All incidents and service requests will be received as tickets from the USAF approved ServiceNow system. 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. Endpoint management and basic user support of mobile devices (iPhones/iPads) Tickets will be managed and resolved to meet contract service level agreements for ticket closure times and customer satisfaction expectations. 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. He or she will also follow rigorous site processes tied with contract asset management and IT inventory reporting requirements. The standard workday is 7:30 to 4:00 Monday - Friday with occasional surge periods needed to meet emerging work requirements.
QUALIFICATIONS
Required Certifications Security+
Education, Background, and Years of Experience A bachelor's degree in an IT-related discipline is preferred but a high school diploma with strong IT support experience is acceptable for this position. 3 to 5+ years of service desk support experience (Bachelor's degree may offset 2 years of experience)
ADDITIONAL SKILLS & QUALIFICATIONS Required Skills
Windows 10/11 Office 365 Incident Management experience Ability to be onsite every business day from 7:30am - 4:00pm
Preferred Skills ServiceNow incident management experience VTC end point setup, configuration and troubleshooting HP Printer networking and support Microsoft OneDrive experience Microsoft SharePoint experience Apple OS & iOS iPhone support experience Experience working in an Air Force (or other DoW) IT support environment strongly preferred
WORKING CONDITIONS Environmental Conditions
In office, desk, Strength Demands No requirement Physical Requirements Standing, walking, seeing, hearing 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 - 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 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply for this job

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