Helpdesk Support Specialist Lead

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 #: 1576

Job Title:

Helpdesk Support Specialist Location:

Quantico, VA Clearance Level:

Top Secret/SCI \n Job Description The Customer's mission is to provide advanced, reliable and secure communications, knowledge management, information systems support (voice, video and data) and data center management for the Organization to enable their global Network Operations mission of operating and defending the enterprise network. The Customer provides 8x5x52 (Federal business days) on site and network support to three buildings located in Quantico, VA. The Customer supports approximately 1800 users and the following ancillary devices: (2100) workstations (laptops and desktops), (26) network printers, (600) telephones, (190) smartphones, (25) switches. The candidate will be required to Tech Refresh workstation and smartphones, (44) Desktop SVTC when schedule to replace all End-of-Life Devices. The average amount of trouble tickets handled by the branch is approximately 250 per month at the main facility in Quantico, VA.

Clearance Requirement:

Top Secret As the Local IT Support Lead, you will be responsible for the day-to-day operational management of your team in support of the client's priorities and mission to provide communications support to the organization. DUTIES The Team's duties include but are not limited to: Provide local area network support for any desktop related problems, to include, but not limited to installation of software and service requests for assets located on the unclassified and classified network. Develop and implement an incident control process which shall include problem recognition, research, isolation, resolution, and follow-up steps as defined in the ITIL version 4 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems. Identify, research, and resolve technical problems related to the user workstations, software and other related user equipment, such as Microsoft Intune Admin, Active Directory Admin, Microsoft O365 Exchange Admin, and Cisco Call Manager. Provide Tier II support to end users for either PC, server, hardware, and mobile applications. Install, configure and image computers with the latest Client provided image. Support up to 100 global Top-Secret users. Provide support and assist with the Continuity of Operations Plans (COOP). Respond to service requests via Remedy, telephone calls, email, and direct personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution as defined in the ITIL version 4 framework established Guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems, and in accordance with required response times. Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem. Recommend systems modifications to reduce user problems. Interact with Government Intelligence Activity network services, software systems engineering, and applications development to restore service and identify and correct core problems. Experience with Mobile Devices, iPhones and Samsung configuration. Monitor and respond to hardware, software, and network problems. Maintain and test network file servers and network printers. Utilize software and hardware tools and identify and diagnose complex problems and factors affecting network performance.

SUPERVISORY DUTIES

Coordinating with client leadership to identify priorities and ensure team priorities are aligned accordingly. Supervise and lead the local IT support Team. Coordinate support coverage and ensure proper daily support is available. Monitor job queues and ensure that all tasks are completed efficiently and in a timely manner. Ensure efficient ticket handling and consistent workflow. Provide technical guidance, training, and support to Team members. Troubleshoot and assist with problem-solving. Access workflows and tasks, identify areas for improvement, and provide those recommendations to the client. Identify solutions when issues arise. Mediate conflicts between team members and help find middle ground. Provide weekly reports to the Program Manager in accordance with support requirements. Provide input to monthly reports in accordance with support requirements. Evaluate team members' performance, offer constructive feedback, and address any issues that arise. Assist with reviewing and assessing qualifications of potential candidates. Education and Background Compliant with DoD 8570.01-M IAT level II

• GSEC, Security+, SCNP, or CCNA-Security Professional series Certification within the product groups technology scope (e.

g. MCA, Microsoft Certified Desktop Support Technician (MCDT), VmWare Certified Professional (VCP)) Years of Experience 7+ Years of Desktop Support Experience Experience with Windows 11 installation and troubleshooting Experience with imaging devices Experience with Mobile Device set up and troubleshooting Experience with troubleshooting Secure Voice and Video Required Skills Experience with Win11 desktop support Experience with Mobile Device set up and troubleshooting Experience with troubleshooting Secure Voice and Video Good communication and interpersonal skills Ability to follow policies and procedures Ability to communicate in a clear speaking voice as well as the ability to respond clearly to questions Aptitude to address negative situations and resolve them in a positive manner. Preferred Skills ITIL Foundation (v3) or greater (desired) Microsoft Certified Desktop Administrator Associate (MCA) (desired) VMWare Certified Professional (VCP) (desired)

Working Conditions Environmental 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. Work is generally performed within an office environment, with standard office equipment available. Contractor site with 0-10% travel possible. Possible off-hours work to support releases and outages.

Strength Demands:

10 lbs. maximum lifting, occasional lift/carry of small articles.

Physical Requirements:

Occasionally required to stand; frequently required to walk and sit. Continually required to utilize hand and finger dexterity. Occasionally required to climb, balance, bend, stoop, kneel or crawl. Continually required to talk or hear. Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard. Team provides coverage from 0600-1700 daily. Team members start at different times to provide this coverage and rotate every 6 months. For example, we have personnel that provide coverage from 0600-1400, 0800-1600, 0900-1700. \n 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