IT Service Desk Technician

@ Agile Defense
Agile Defenseagiledefense.com

IT Service Desk Technician

Posted 4 days ago

About the job

Agile Defense supports national missions through innovative technology and flexible solutions. The IT Service Desk Technician role focuses on customer support, incident management, and troubleshooting Windows 11 PCs, mobile devices, and VTC setups in a fast-paced environment.

Requirements

  • Windows 11 support experience
  • Incident management skills
  • Mobile device troubleshooting
  • Strong communication skills

Qualifications

  • Bachelor's degree or equivalent experience
  • Security+ certification
  • 3-5+ years service desk support
  • DoD IT support experience

Full job description

About Agile Defense

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 #: 1741 


Job Title: IT Service Desk Technician

Location: On-Site, Arlington, VA

Clearance Level: Secret, Must Have Clearance to Start

Required Certification(s): Security+


Job Description

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 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:

  • 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.
  • They will provide guidance and support for walk-up requests, directing users to submit tickets in ServiceNow or in some cases, entering the requests for them.
  • Provide endpoint management and basic user support of mobile devices (iPhones/iPads)
  • Manage and resolve support tickets 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 11-based computers, mobile device units, and other personal computing hardware.
  • Must follow rigorous site processes tied with contract asset management and IT inventory reporting requirements.
  • The standard work day is 7:30 to 4:00 Monday – Friday with occasional surge periods needed to meet emerging work requirements.

    • Education and Background

    • 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.  
    • DoW experience in IT support (Air Force preferred)

    Years of Experience

    3 to 5+ years of service desk support experience (Bachelor’s degree may offset 2 years of experience)

    Required Skills

    • Windows 11 
    • Office 365 
    • Incident Management experience 
    • Ability to be onsite every business day from 7:30am - 4:00pm 
    • Strong communication and people skills

    Preferred Skills

    • ITIL knowledge
    • ServiceNow use in managing support tickets
    • MAC OS experience
    • Mobile Device (iPhone/iPad) management and troubleshooting skills

    Working Conditions

    • Environmental Conditions: In office
    • Strength Demands:Frequently moves IT related equipment weighing up to 10 pounds across the office spanning 2 floors by stairs or elevator to support equipment exchanges for users.
    • Physical Requirements:
    • Ability to remain stationary for approximately 50% of the time to perform desk‑based tasks.
    • Ability to move throughout the office to interact with customers in offices and conference rooms.
    • Ability to operate a computer and office productivity equipment (such as mobile devices, printers, and copiers) to complete essential job functions.
    • Ability to communicate and exchange information with clients regarding IT support needs, using appropriate communication methods.
    • Ability to assess, compare, and inspect IT equipment as required for inventory and support tasks.

    Our Core Values

    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

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