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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 #: 186
Job Title:Help Desk Analyst I
Location: Bldg 5308, Sparkman Center Redstone Arsenal, Alabama 35898
Clearance Level: Active DoD - Secret
Required Certification(s):
- Ability to obtain IAT Level II certification within 6 months
- Microsoft Windows OS Computing Environment Certification (preferred), required within 6 months
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.
Provide premier customer service to an organization of over 3400 personnel (Active Duty, Civilian, and Contractors). Be the first-line of communication with customers and connect them to our team of IT experts when issues arise that can't be resolved at the Help Desk level.
JOB DUTIES AND RESPONSIBILITIES
- Under direct supervision, perform general maintenance tasks, troubleshoot, and repair computer systems and peripheral equipment throughout the organization.
- Maintain an adequate spare parts inventory of systems, subsystems, and parts used in repair work.
- 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.
- Provide technical assistance for mobility devices to include technical guidance, utilization and troubleshooting training, and configuration of new devices as well as sustainment of existing devices adhering to Defense Information Systems Agency (DISA) DoD Mobility Unclassified Capability (DMUC) policies, procedures, and guidance.
- Develop, update, and maintain records of mobility devices within designated Government applications/solutions and mobility service providers.
- Provide technical assistance and support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.
QUALIFICATIONS
Required Certifications
- Ability to obtain IAT Level II certification within 6 months
- Microsoft Windows OS Computing Environment Certification (preferred), required within 6 months
Education, Background, and Years of Experience
- Less than five years of experience
- Associate’s degree or 2 years technical school
ADDITIONAL SKILLS & QUALIFICATIONS
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.
- 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 systems (ServiceNow, Remedy, etc.).
WORKING CONDITIONS
Environmental Conditions
- 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
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)
