Customer Support Team Helpdesk Support Specialist I

About Agile Defense

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.

Requisition #: 1598

Job Title: Customer Support Team Helpdesk Support Specialist I

Location: Redstone Arsenal Huntsville, Alabama 35898

Clearance Level: Active DoD - Secret

Required Certification(s): IAT2 - Comptia Security+ CE (or equivalent), DoD IAT Level II Certification

Job Description:
SUMMARY

A full range of information technology (IT) support services is necessary to satisfy enterprise missions, goals, and objectives in the areas of IT Services, Enterprise Design/Integration/Consolidation, IT Education/Training, IT Program/Project Management, Systems Operations and Maintenance, Network Support, and embedded Information Systems Security, Cyber Security, and Information Assurance to the Program Executive Office Aviation (PEO AVN) Information Technology Support Services.

JOB DUTIES AND RESPONSIBILITIES

• Under direct supervision, provide support to end-users for PC, server, or mainframe applications and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

• Simulate or recreate user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Respond to inquiries from computer users and run automatic diagnostics programs to resolve problems. Diagnose and resolve computer hardware and software issues.

• Move, place, install, modify, and clean computer hardware and software. Write training manuals when commercially unavailable, and train computer users in how to use new computer hardware and software. Oversee the daily performance of computer systems and evaluate the usefulness of installed software programs.

• Make recommendations on obtaining and installing new and alternate software packages. Respond to telephone calls and e-mail messages from customers with computer/software problems. Diagnose the nature of the problem and walk the customer through the problem-solving steps. Under indirect supervision, performs analytical, technical, and administrative work in the planning and installation of new and existing PC systems.

• Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization.

• Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment.

Education and Background:
• Less than 3 years' experience 

• AA or 2 yrs. technical school

Years of Experience:
•   Less than 3 years of experience

Required Skills:
Required Skills 

• Hands on experience with Microsoft Windows 10/11 OS.   

• Hands on experience with Office 365 (or 2016-present) 

• Hands on experience installing and removing Applications within Windows OS. 

• Skill in conducting research for troubleshooting     

• KSAT (Knowledge, Skill, Ability, Task) 

• Knowledge of basic physical computer components and architectures. 

• Knowledge of systems administration concepts. 

• Knowledge of the operations and processes for incident, problem, and event management. 

• Knowledge of cybersecurity principles. 

• Knowledge of computer networking concepts and protocols, and network security methodologies   

• Familiarity with Acceptable Use Policies, Standard Operating Procedures, etc.  

• Familiarity with troubleshooting Hardware issues such as Memory, Battery, Keyboard, Speakers, etc. 

• Familiarity with Microsoft Active Directory (Hands on preferred) 

• Familiarity with Network Printers 

• Familiarity with IT Service Management System (for example - Service Now, Remedy, etc.)

Working Conditions:
General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc.

Our Core Values

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. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

• Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

• Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

• Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

• Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

• Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities