IT Service Desk Specialist - Level II Agile Care Enterprises Bethesda, MD Job Details Full-time $30 - $35 an hour 15 hours ago Benefits Wellness program Paid holidays Health insurance Dental insurance 401(k) Paid time off Vision insurance Professional development assistance Opportunities for advancement Qualifications Phone communication Enterprise software In-person customer service Secret Clearance Windows Printer (troubleshooting support) Network cabling Computer hardware Desktop (troubleshooting support) Remote access software Technical customer support for office equipment Desktop administration CompTIA Security+ Peripheral hardware support Full Job Description About Agile Care Enterprises Agile Care Enterprises (Agile Care) is a mission-driven, cybersecurity-forward solutions firm operating across federal and commercial sectors. Our dual B2B and B2G model empowers clients through digital innovation, strategic consulting, and workforce development. We are guided by our values of adaptability, integrity, and service—and our vision is simple: We Thrive. You Thrive. Position Overview This position requires active SECRET security clearance. Agile Care Enterprises is looking for an IT Service Desk Specialist - Tier II to support the

WRNMMC - IT

Department, who will provide assistance to users through multiple channels (telephone, online tickets, in-person, and appointments) to resolve any technical issues that may arise, log, track, resolve and report support tickets in help desk solutions systems such as LANDesk, Service Desk, Active Directory, Remedy, ServiceNow, and integrate Help Desk support services with existing DHA enterprise help desk capabilities. Job Responsibilities Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat. Resolves computer software and hardware problems for users. Acts as a contact for users having problems using computer software, hardware, and operating systems. Acts as the escalation path to resolve moderate to highly complex technical issues. Specializes in certain aspects of technologies to assist the customer base. Provides support for call overflow during peak time or reduced staff during peak hours. Serves as the first contact with customers who need technical assistance throughout WRNMMC. Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques. Provide quick resolution and excellent customer service per the establish SLAs Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support. Utilizes ServiceNow to manage ticket counts and respond to users. Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems. Obtains feedback and suggestions for workspace development. Establishes timelines and protocols for harder-to-solve problems. May be asked to staff the help desk or go to customer locations throughout the facility, to unblock CACS, and other duties as assigned. Responsible for maintaining an accurate and complete Government asset inventory. Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF. Completes orientation and competency verification programs in accordance with departmental guidelines. Will report to the Team Lead(s) and Branch Chief. Will take direction from team leads as required in maintaining a safe environment for the staff and patient(s). When assigned, will serve, and participate in functions and other meetings. Provide relevant and timely information and assist with decision-making and process improvement. Participate in the orientation, training, and evaluation of duty performance of newly assigned personnel, as appropriate. Promote patient and staff safety through adherence to accepted safety and infection control standards. Maintain a clean, safe, orderly, working environment. Once provided with "hands-on" experience, demonstrate working knowledge, and use of computerized systems, including Service Now, DMHRSi, and any clinical or business systems as needed. Perform other duties as assigned to include temporary assignment to other work units as needed. Qualifications Must have Active SECRET Clearance Must have CompTIA Security + Certification Microsoft Operating System Windows 10 required as in compliance with the DOD Minimum 2 years' experience in providing help desk support of networks, web applications, software, and hardware in a Windows environment Must have the ability to interact and work with a diverse customer base Must have the ability to communicate verbally in person and over the phone Experience managing and supporting peripheral devices such as printers, scanners, video cards, and other plug and play devices. Experience of basic networking essentials, cabling, and wireless networks Experience remote access technologies (i.e., VMware, VPN) Experience with security systems such as Anti-Virus, WSUS, Retina, and HBSS Experience with remote support applications such as Dame Ware, Juniper, or

SCCM NOTE

The work shall be performed on site. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Why Join Agile Care? At Agile Care, you're not just supporting leaders—you're building alongside them. We believe in investing in talent and offering pathways to leadership for those who lead with care, clarity, and reliability. You'll be part of a team that values agility, excellence, and meaningful contribution to both business and community. Agile Care is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation to search for a job opening or to apply, please contact for assistance. Agile Care offers a comprehensive benefits package, including medical dental, vision, life, 401K, wellness program, and paid time off and paid holidays. Pay range for this position is used as a guideline only and is not a guarantee of compensation. Additional factors will be considered including, but not limited to, level of skills, knowledge, and experience. By applying for a role at Agile Care you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". All positions at Agile Care Enterprises are subject to background investigations. Employment is contingent upon successful completion of a background investigation including criminal history and identity verification.

EQUAL EMPLOYMENT OPPORTUNITY

To provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. Agile Care does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. Agile Care is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need reasonable accommodation to search for a job opening or to apply, please contact for assistance. All your information will be kept confidential according to EEO guidelines.

PLEASE BE ADVISED THAT WE DO NOT ACCEPT SOLICITATIONS FROM STAFFING AGENCIES

Fraud Alert:

Protecting Yourself from Job Scams Please be aware of the rise in fraudulent recruiting activities. Scammers may attempt to impersonate legitimate companies or recruiters to obtain personal information or money from job seekers. Agile Care will

NEVER:

Ask for payment or fees at any point in the recruitment process (e.g., for applications, background checks, equipment, training, or placement). Request sensitive personal information like your Social Security number or bank account details before you have formally accepted a job offer and signed an employment contract. Make a job offer without a formal application process and at least one interview. Communicate with candidates solely through generic email addresses (like gmail.com) or chat apps (like WhatsApp). All legitimate communications will come from official ( email addresses. To protect yourself from potential fraud, we strongly advise you to: Verify the source: Ensure that any communication you receive comes from an official Company Name ) email address and that the job is listed on our official career website Never pay for a job : Do not send money or provide credit card information for any recruitment-related purpose. Guard your personal information : Only provide sensitive personal information after a formal job offer has been extended and accepted, and you are completing official onboarding processes. Research thoroughly : Look up the company online and check for any reported scams or suspicious activity.

Trust your instincts:

If something feels too good to be true or raises red flags, proceed with caution and seek independent advice. If you suspect you've encountered a fraudulent job posting or communication related to Agile Care Enterprises LLC, please contact us immediately at . You can also report job scams to the Federal Trade Commission (FTC) at ReportFraud.ftc.

gov https:

//reportfraud.ftc.gov/ and the FBI's Internet Crime Complaint Center (IC3) at www.ic3.

gov https:

//www.ic3.gov/.

Job Type:

Full-time Pay:

$30.00 - $35.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Professional development assistance Vision insurance

Work Location:

In person