Desk Side Agent Ii

Requisition #: DESKS004063

Job Title: Desk Side Agent II

Location: White Sand Missile Range B.1623 Rt 1 White Sands, New Mexico 88002

Clearance Level: Active DoD - Secret

Required Certification(s): 

• DoD IAT Level II Certification. 
• Computing Environment Cert (preferred)

SUMMARY
The U.S. Army Research Laboratory (ARL) of the U.S. Army Research Development and Engineering Command (RDECOM) is the Army’s corporate laboratory. It’s a diverse assortment of unique facilities and a dedicated workforce of government and private sector partners make up the largest source of world-class integrated research and analysis in the U.S. Army. ARL discovers, innovates and transitions research in order to provide the best technologies for our Soldiers. ARL’s program consists of basic and applied research and survivability/lethality and human factors analysis.

JOB DUTIES AND RESPONSIBILITIES

• Handle Tier 2 service desk calls and escalations through tickets and/or phone.
• Follow up on ServiceDesk tickets in a timely resolution.
• Assist with basic hardware/software/user troubleshooting and first call resolution calls.
• Manage documents for tracking assets, tickets, and/or other items as needed.
• Other duties may be added and/or assigned as needed.

QUALIFICATIONS
Required Certifications

• Security+ (required) or CASP CE certificate
• Computing Environment Cert (preferred)

Education, Background, and Years of Experience

• 2 years+ experience working in a Windows environment.
• Secret clearance.

ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills

• 2 years+ experience working in a Windows environment.
• Strong customer service both verbal and written to a wide range of end-users.
• Strong troubleshooting skills from basic cable connections to software fixes.
• PC hardware, printers, scanners, computer peripherals, Mobile devices (iOS).
• Strong customer service both verbal and written to a wide range of end-users.
• Windows 10, Office 365.
• Active Directory maintenance.
• Obtain Microsoft certification within 6 months.
  

WORKING CONDITIONS

Environmental Conditions

• Contractor site with 0%-10% travel possible. 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; Use Hands / Fingers to Handle or Feel; See

About Us!

Agile 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.

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.