IT / Help Desk Support Specialist
Agile DefenseArlington, VA, United States1 day ago
Job type
- Full-time
Job descriptionConfigure, deploy, and maintain end-user devices across Windows, macOS, iOS, and Android platforms. Manage mobile device solutions and ensure secure integration with client systems. Develop creative solutions to support the demands of the AFOSR user base. Support and troubleshoot video teleconferencing (VTC) technologies including Zoom, MS Teams, Google Meet, and Cisco to ensure reliable communication. Manage and triage incidents and requests using the Air Force's instance of ServiceNow. Monitor system performance and resolve technical issues within the ambitious SLA requirements for end-users. Implement and enforce security protocols and utilize security technical implementation guides (STIGs) to protect client data and systems. Troubleshoot network and connectivity issues to maintain system reliability. Collaborate with government partners and cross-functional teams on IT projects, system upgrades, and technology deployments. Analyze and report trends to stakeholders regarding IT problems, issues, and customer demand signals. Maintain and create documentation for projects, processes, systems, and configurations. Attend and contribute to daily operational Scrums, add input to divisional planning sessions, and partake in delivery and progress reviews. Provide onsite (and some remote) support from 7 : 30am to 4 : 00pm Monday Friday (rare surge support may be required to meet emerging work requirements). Required Certifications Active Security+ Education, Background, and Years of Experience A high school diploma is acceptable for this position. 3-5+ years of client systems management experience. A bachelors degree in a computer related IT discipline may be substituted for years of experience. Required Skills Windows / Apple computer / tablet management Printer management iOS / Android mobile device management (MDM) Microsoft Office 365 support Application and software support VTC support Issue resolution Ticketing system management ITIL and SLA compliance Security and STIG compliance Cybersecurity Network troubleshooting LAN / WAN and VPNs Problem-solving Trend analysis Communication Collaboration Documentation Organizational skills Onsite and remote support Multitasking Positive adaptability Technical support Experience working in a DoD information technology environment strongly preferred ServiceNow experience HP printer networking and support BUEM and ABM management experience Scrum or Agile delivery methodology experience Other professional IT certifications from CompTIA, Cisco, Apple, and Microsoft are a plus The employee will generally sit and work but may be asked to help lift IT equipment on occasion. Installation of IT equipment requires some walking, bending, crouching and lifting. Medium 50 lbs. Maximum lifting with frequent lift / carry up to 25 lbs. Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
Overview
Requisition # : 733
Job Title : IT / Helpdesk Support Specialist III|Exempt
Location : 801 N. Randolph St, Rm 732 Arlington, Virginia 22201
Clearance Level : Active DoD - Secret
Required Certification(s) :
- Active Security+
SUMMARY Agile Defense LLC is responsible for delivering all IT service management operations through software development, network engineering, client systems administration, cyber security, and IT asset management to support to the Air Force Office of Scientific Research (AFOSR). The primary mission of AFOSR-IT is to support the critical IT operations needed that empower significant scientific advancements and breakthrough of revolutionary United States Air Force basic research.
We are seeking a detail-oriented IT Client Systems Administrator to oversee and support client hardware, software, and network systems, including mobile device management and video teleconferencing (VTC) solutions. In this role, you will be responsible for supporting our service desk by configuring, deploying, and maintaining end-user devices, ensuring seamless system performance, and delivering prompt technical support to resolve issues. Key responsibilities include implementing security protocols to safeguard client systems and data, troubleshooting network and connectivity issues, and managing mobile device and VTC technologies to ensure reliable communication and collaboration. You will also collaborate with cross-functional teams on IT projects, upgrades, and system enhancements. Proficiency in managing Windows, macOS, and Linux systems, experience with tools such as Active Directory, HBSS and SCCM, and expertise in mobile device management and VTC support are essential. Strong problem-solving skills, effective communication, and a commitment to maintaining AFOSR-IT's high standards of client support are key to success in this role. Relevant certifications through CompTIA, Microsoft, or Cisco are preferred.
JOB DUTIES AND RESPONSIBILITIES
Qualifications
ADDITIONAL SKILLS & QUALIFICATIONS
Preferred Skills
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Physical Requirements
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It Help Desk Support • Arlington, VA, United States
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