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SalaryAgile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' mission. We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce.
Requisition #:ACTRH004056
Job Title:ACTR Help Desk Analyst II (H)
Location: 1000 Navy Pentagon Washington, District of Columbia 20350
Clearance Level: Active DoD - Secret
SUMMARY
Provide various Information Technology (IT) services in support of the Department of the Navy Chief Information Officer (DON CIO) for over 4000 customers, including incident and request support; conducting program analysis and studies; developing, operating, and maintaining IT systems and applications; and maintaining vigilance with regard to information assurance. These IT services are deployed either directly or indirectly to support DON CIO customers across the Secretary of the Navy Headquarters within the National Capital Region (NCR) including sites located at the Pentagon, Washington Navy Yard, Joint Base Anacostia-Bolling, Arlington Annex and Crystal City.
JOB DUTIES AND RESPONSIBILITIES
As an Assistant Customer Technical Representative (ACTR), provide cross functional Tier Two level support and facilitate customer service to deliver NGEN/NGEN-R services to end users and process service request orders. Possess the knowledge and experience to triage an IT event and remediate most events. In the unlikely cases that the event is not completed, escalate the event to Tier Three. Develop and maintain the HDBOK (Help Desk Book of Knowledge) provided to Tier One personnel.
Duties: Assists customers with ordering, analysis and evaluation and preparation of recommendations for improvements, optimization, developments and/or maintenance of NGEN/NGEN-R services.
QUALIFICATIONS
Education, Background, and Years of Experience
5 years of experience in Information Technology, with 2 years of experience working with the Next Generation Enterprise Network Contract (NGEN/NGEN-R) program. Tier 2 Support.
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
5 years of experience in Information Technology, with 2 years of experience working with the Next Generation Enterprise Network Contract (NGEN/NGEN-R) program. Tier 2 Support.
WORKING CONDITIONS
Environmental Conditions
Contractor site with possible off-hours work to support releases and outages. 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. Work is generally performed within an office environment, with standard office equipment available.
Strength Demands
Sedentary – 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Physical Requirements
Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See
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. We believe several attributes are the root of our very best employees and extraordinary culture. We have named these attributes “The 6 H’s” – Happy, Helpful, Honest, Humble, Hungry, and Hustle.
Happy: We exhibit a positive outlook in order to create a positive environment.
Helpful: We assist each other and pull together as teammates to deliver.
Honest: We conduct our business with integrity.
Humble: We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us.
Hungry: We desire to consistently improve.
Hustle: We work hard and get after it.
These Core Values are present in all our employees and our organization's aspects. Learn more about us and our culture by visiting us here.
COVID-19 Vaccination Requirements
Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor. As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
