Helpdesk Support III

Agile Defense•Quantico, VA

1d•Onsite

About The Position

Agile Defense is hiring a Helpdesk Support III to provide onsite desktop and network support at its Quantico, Virginia, customer site. The customer delivers secure communications and information systems for a global Network Operations mission. The team supports approximately 1,200 users across three buildings, a variety of endpoint and network equipment, and about 250 trouble tickets per month at the main facility. Support includes unclassified and classified networks and up to 100 global JWICS users. The position operates on an 8x5x52 schedule and may require off-hours work for releases and outages. The role provides Tier II technical support and manages incidents and service requests from initial recognition through research, isolation, resolution, documentation, and follow-up. Work is performed in alignment with ITIL v4 and ITSM guidelines, including coordination with network services, software engineering, and application development teams to restore service and address root causes. The role also supports Continuity of Operations Plans (COOP) and recommends modifications to reduce recurring issues. The work is generally performed in an office environment using standard office equipment. It is generally sedentary, although standing and walking may be required for up to 10% of the time. The position may involve lifting up to 20 pounds, with frequent lifting or carrying of up to 10 pounds. Travel of 0%-10% is possible.

Requirements

DoD 8570 Level II certification; the posting specifies IAT Level II compliance through CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, or SSCP.
At least 3 years of desktop support experience.
Experience installing and troubleshooting Windows 11.
Experience imaging devices.
Active Top Secret security clearance required to start.
Compliant with DoD 8570.01-M IAT Level II requirements.
Professional series certification within the product groups technology scope (e.g., MCA).

Nice To Haves

ITIL Foundation (v3) or greater.
Microsoft Certified Desktop Administrator Associate (MCA).
VMware Certified Professional (VCP).
Android/iOS mobile device management via Intune.

Responsibilities

Provide local area network support for desktop-related issues, including software installation and service requests on unclassified and classified networks.
Identify, research, and resolve technical problems involving user workstations, software, and associated equipment, including mobile phones.
Deliver Tier II support to end users for PC, server, or mainframe applications and hardware.
Support up to 100 global users of the JWICS system.
Monitor and respond to hardware, software, and network issues.
Support and assist with Continuity of Operations Plans (COOP).
Develop and implement incident management processes for problem recognition, research, isolation, resolution, and follow-up in alignment with ITIL v4 and ITSM guidelines.
Respond to service requests through Remedy, phone, email, and in-person technical support.
Document, track, and monitor issues to ensure timely resolution according to ITIL v4 and ITSM standards and required response times.
Collaborate with network services, software engineering, and application development teams to restore service and identify root causes.
Recommend system modifications to reduce recurring user problems.
Coordinate with MCIA network services, software engineering, and application development teams to restore service and resolve core issues on JWICS.
Configure and support mobile devices, including iPhones and Samsung devices.