Help Desk Specialist (Tier I/II)

Agile Business Concepts•Reston, VA

11d•Onsite

About The Position

Agile Business Concepts is seeking a highly motivated Help Desk Specialist (Tier I/II) to support a 24/7 mission-critical operational environment focused on enterprise messaging systems, application sustainment, and end-user support services. The successful candidate will provide technical support, incident response, troubleshooting, system monitoring, and customer service to ensure the availability, performance, and reliability of critical systems and applications. This position requires a proactive professional with strong diagnostic skills, experience supporting enterprise applications, and the ability to work effectively in a structured, SOP-driven environment while supporting users and operational requirements.

Requirements

High School Diploma or GED required
Minimum 2–5 years of Help Desk, Service Desk, Operations Support, Technical Support, or IT Support experience.
Experience providing Tier I and Tier II technical support in a production or operational environment.
Strong troubleshooting and diagnostic skills across applications, systems, and user support issues.
Experience utilizing ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
Experience monitoring systems, responding to incidents, and supporting operational environments.
Ability to work effectively in a structured, process-driven environment.
Strong written and verbal communication skills.
Ability to prioritize multiple tasks and work independently with minimal supervision.
TS SCI with Favorable VA Customer Poly is required.

Nice To Haves

Associate's or Bachelor's degree preferred.
Experience supporting enterprise messaging systems, data processing environments, or mission-critical applications.
Familiarity with Windows Server, Linux, Active Directory, Microsoft 365, Exchange, or cloud-based environments.
Knowledge of system administration, application sustainment, and operational support processes.
Experience supporting high-volume structured and unstructured data environments.
CompTIA A+, Security+, Network+, ITIL, or related certifications preferred.

Responsibilities

Provide Tier I and Tier II technical support for enterprise applications, messaging systems, and operational platforms.
Respond to service desk tickets, user requests, incidents, and system alerts in accordance with established Service Level Agreements (SLAs).
Troubleshoot application, system, and user issues and perform root cause analysis to identify and resolve technical problems.
Monitor system performance, message flow, system availability, failures, and operational health using enterprise monitoring tools.
Support mission-critical operations by ensuring system uptime, reliability, and timely incident resolution.
Escalate complex issues to engineering, development, or system administration teams as required.
Maintain accurate documentation of incidents, resolutions, procedures, and system updates.
Support application sustainment activities, software updates, configuration management, and operational maintenance efforts.
Analyze structured and unstructured data to identify trends, anomalies, and operational issues.
Participate in shift turnover activities and maintain situational awareness of ongoing operational events.
Follow established Standard Operating Procedures (SOPs), security requirements, and compliance guidelines.
Provide professional customer service and technical assistance to end users in a fast-paced operational environment.