IT Service Desk Technician

Agile Defense•Arlington, VA

12d•Onsite

About The Position

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.

Requirements

Security+ Certification
Secret Clearance
Windows 11
Office 365
Incident Management experience
Ability to be onsite every business day from 7:30am - 4:00pm
Strong communication and people skills
3 to 5+ years of service desk support experience

Nice To Haves

ITIL knowledge
ServiceNow use in managing support tickets
MAC OS experience
Mobile Device (iPhone/iPad) management and troubleshooting skills
Bachelor's degree in an IT-related discipline
DoW experience in IT support (Air Force preferred)

Responsibilities

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.

Benefits

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.
Helpful - Be Supportive.
Honest - Be Trustworthy.
Humble - Be Grounded.
Hungry - Be Eager.
Hustle - Be Driven.