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Requisition #: 1360
Job Title: Helpdesk Support Specialist
Location: Quantico, VA
Clearance Level: Top Secret
Required Certification(s): Must comply with DoD
8570.01-M IAT level II – CCNA-Security, CySA+, GICSP, GSEC, Security+CE, or SSCP. Professional series certification within the product groups technology scope (e.g., MCA).
SUMMARY
The Customer’s mission involves providing advanced, reliable, and secure communications, knowledge management, information systems support (voice, video, and data), and data center management to facilitate their global Network Operations mission of operating and defending the enterprise network. The Customer operates 8x5x52 (Federal business days) on-site and offers 24x7x365 on-call desktop and network support to three facilities located in Quantico, VA. Supporting around 1200 users and their ancillary devices, such as workstations, printers, telephones, mobile devices (Android / Apple), servers, switches, and laptops, the branch manages approximately 250 trouble tickets monthly at the primary facility in Quantico, VA.
The team provides coverage from 0600-1700 daily, with staff starting at various times to ensure complete coverage, rotating every six months. Coverage shifts include 0600-1400, 0800-1600, and 0900-1700.
JOB DUTIES AND RESPONSIBILITIES
Provide local area network support for desktop-related issues, including installation of software and service requests for assets on both unclassified and classified networks. Identify, research, and resolve technical problems associated with user workstations, software, and related equipment, including mobile phones. Deliver Tier II support to end users for PC, server, or mainframe applications or hardware. Assist up to 100 global users of the JWICS. Monitor and respond to hardware, software, and network issues. Provide support for the Continuity of Operations Plans (COOP) and develop processes for incident management.