Help Desk Support Technician II

Agile Defense•Adelphi, MD

16h

About The Position

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. Provides technical assistance and training to system users. Responds to users' requests for assistance by phone and in person, generally handling non-routine technical issues. May staff a help desk or information center. Installs and modifies personal computer and network hardware, software, and peripherals. Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes. Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs. Requires comprehensive knowledge of employer's stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications. Requires a working knowledge of operating systems such as Windows, MAC, or UNIX.

Requirements

3 years+ experience working in an IT environment
Strong customer service both verbal and written to a wide range of end-users
Strong troubleshooting skills PC hardware, printers, scanners, computer peripherals, Mobile devices (iOS)
Windows 10, Office 365
Obtain Microsoft certification within 6 months (Computing environment)
Requires comprehensive knowledge of employer's stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.
Requires a working knowledge of operating systems such as Windows, MAC, or UNIX.
Typically, has completed high school, and has 3 - 4 years of experience, or equivalent relevant work experience, e.g., each year of work experience may be substituted for each year of education required

Nice To Haves

ServiceNow/Other Ticketing System experience

Responsibilities

Provides technical assistance and training to system users.
Responds to users' requests for assistance by phone and in person, generally handling non-routine technical issues.
May staff a help desk or information center.
Installs and modifies personal computer and network hardware, software, and peripherals.
Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs.
Handle Tier 2 service desk calls and escalations through tickets and/or phone
Follow up on ServiceDesk tickets and fulfill/resolve in a timely resolution
Assist with basic hardware/software/user troubleshooting and first call resolution calls
Mobile device and printer management
Manage documents for tracking assets, tickets, and/or other items as needed
Other duties may be added and/or assigned as needed