Service Desk Technician

Agile Defense • Arlington, VA

12h • Onsite

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. 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 10/11 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

• Required Certifications Security+
• A bachelor’s degree in an IT-related discipline is preferred but a high school diploma with strong IT support experience is acceptable for this position.
• 3 to 5+ years of service desk support experience (Bachelor’s degree may offset 2 years of experience)
• Windows 10/11
• Office 365
• Incident Management experience
• Ability to be onsite every business day from 7:30am - 4:00pm

Nice To Haves

• ServiceNow incident management experience
• VTC end point setup, configuration and troubleshooting
• HP Printer networking and support
• Microsoft OneDrive experience
• Microsoft SharePoint experience
• Apple OS & iOS iPhone support experience
• Experience working in an Air Force (or other DoW) IT support environment strongly 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.
• Also provide guidance and support for walk-up requests, directing users to submit tickets in ServiceNow or in some cases, entering the requests for them.
• Endpoint management and basic user support of mobile devices (iPhones/iPads)
• Tickets will be managed and resolved 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 10/11 /Office (primary), mobile device units, and other personal computing hardware.
• He or she will also follow rigorous site processes tied with contract asset management and IT inventory reporting requirements.
• The standard workday is 7:30 to 4:00 Monday – Friday with occasional surge periods needed to meet emerging work requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees