What are the responsibilities and job description for the Help Desk Analyst III position at Agile Defense?
Agile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' mission. We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce.
Requisition #: 29
Job Title: Help Desk Analyst III
Location: 801 N. Randolph St, Rm 732Arlington, Virginia 22203
Clearance Level: Active DoD - Secret
Required Certification(s):
A current DoD 8570 A w/CE, Network w/CE or Security w/CE is required.
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 to six persons to as a Service Desk Technician. 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, Mac OS clients, and iPhones, printers, scanners, monitors and other peripherals. Build and maintain Microsoft Power App scripts to support business process and IT operation automation. The position also provides support for VTC (video teleconference) setup with Zoom and Teams.
JOB DUTIES AND RESPONSIBILITIES
Provide Service Desk support to AFOSR staff.
All incidents and service requests will be entered as tickets in the USAF approved Remedy ticket tracking system.
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 and Apple computing (Sierra OS) computers and other personal computing hardware.
He or she will also follow rigorous site process tied with contract asset management and IT inventory reporting requirements.
Build and maintain Microsoft Power App scripts to IT operation and business process automation.
The standard work day is 7:30 to 4:00 Monday – Friday with occasional surge periods needed to meet emerging work requirements
QUALIFICATIONS
Required Certifications
A current DoD 8570 A w/CE, Network w/CE or Security w/CE is required.
Education, Background, and Years of Experience
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.
3 to 5 years of service desk support experience
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
Windows 10/11
Office 365
Incident Management experience
Microsoft Power Apps knowledge
Preferred Skills
Remedy incident management software 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
Jamf setup and use experience
Experience working in a DoD environment
WORKING CONDITIONS
Environmental Conditions
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
Medium – 50 lbs. Maximum lifting with frequent lift/carry up to 25 lbs.
Physical Requirements
Stand or Sit; Walk; Use Hands / Fingers to Handle or Feel; See
\nEmployees 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. We believe several attributes are the root of our very best employees and extraordinary culture. We have named these attributes “The 6 H’s” – Happy, Helpful, Honest, Humble, Hungry, and Hustle.
Happy: We exhibit a positive outlook in order to create a positive environment.
Helpful: We assist each other and pull together as teammates to deliver.
Honest: We conduct our business with integrity.
Humble: We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us.
Hungry: We desire to consistently improve.
Hustle: We work hard and get after it.
These Core Values are present in all our employees and our organization's aspects. Learn more about us and our culture by visiting us here.
COVID-19 Vaccination Requirements
Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor. As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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)
