IT/HelpDesk Support Specialist

Agile Defense, Inc.

Job Overview

Location

Alabama, USA

Job Type

Full-time

Full Job Description

📋 Description

• Agile Defense, Inc. is seeking a dedicated and skilled IT/HelpDesk Support Specialist to join our dynamic team at Redstone Arsenal in Huntsville, Alabama. This role is crucial in providing comprehensive information technology (IT) support services essential for the Program Executive Office Aviation (PEO AVN) to achieve its enterprise missions, goals, and objectives. You will be instrumental in ensuring the seamless operation and maintenance of IT systems, directly contributing to the success of our nation's most important missions.
• As an IT/HelpDesk Support Specialist, you will be the first line of defense for end-users experiencing issues with PC, server, or mainframe applications and hardware. Your primary responsibility will be to restore service and identify/correct core problems by interacting with network services, software systems engineering, and applications development teams. This involves a proactive approach to understanding and resolving user difficulties, often by simulating or recreating reported problems to gain a thorough understanding of the underlying issues.
• You will play a key role in enhancing user experience and system efficiency by recommending system modifications to reduce recurring user problems. Your ability to diagnose and resolve a wide range of computer hardware and software issues will be paramount. This includes the physical aspects of IT support, such as moving, placing, installing, modifying, and cleaning computer hardware and software, ensuring all equipment is optimally configured and maintained.
• A significant part of your role will involve empowering users through knowledge sharing. You will be responsible for writing training manuals when commercial alternatives are unavailable and conducting training sessions for computer users on how to effectively utilize new hardware and software. This educational component ensures that our users are proficient and can leverage technology to its fullest potential.
• You will also be tasked with overseeing the daily performance of computer systems, diligently evaluating the usefulness of installed software programs, and making informed recommendations on obtaining and installing new and alternate software packages to improve functionality and efficiency. This forward-thinking approach helps in optimizing our IT infrastructure.
• Your communication skills will be put to the test as you respond to inquiries from computer users via telephone and email. You will diagnose the nature of the problem, provide clear, step-by-step guidance to resolve issues, and maintain open communication channels to keep customers updated on the progress of their support requests. This ensures a high level of customer satisfaction and trust.
• Under indirect supervision, you will perform analytical, technical, and administrative work related to the planning and installation of new and existing PC systems. Collaboration is key; you will work closely with other team members to create guides, instructions, fixes, and valuable knowledge base articles for the organization, fostering a culture of shared learning and efficient problem-solving.
• You will operate and provide technical assistance on a diverse range of IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications devices, mobility devices, and other specialized computer equipment. Your expertise will ensure these critical tools are functioning correctly and supporting PEO AVN's operational needs.
• This role requires a proactive and analytical mindset, coupled with excellent customer service skills. You will be expected to manage your workload efficiently, prioritize tasks, and escalate complex issues to the appropriate workgroups when necessary, while maintaining ownership and ensuring resolution.
• The ability to understand, implement, and advise customers on organizational security policies and procedures is vital. You will help users navigate security protocols and ensure compliance, contributing to the overall security posture of the organization.
• Experience with Virtual Desktop Infrastructure (VDI), including applications and configuration, is highly desirable, as is experience with remote access to customers’ personal computers for diagnostic issues. Your adaptability and willingness to learn new technologies will be assets in this evolving IT landscape.
• Ultimately, this position offers a unique opportunity to contribute to critical national defense missions by ensuring the robust and reliable performance of IT systems. You will be part of a team that values innovation, agility, and dedication, working in an environment that supports professional growth and development.

🎯 Requirements

• Active DoD - Secret Clearance
• DoD IAT Level II Certification
• Proficiency in IT Service Management (ITSM) systems such as ServiceNow or Remedy
• Proficient in Microsoft Active Directory (Account creation, modification, and management)
• Excellent customer service and communication skills, with the ability to provide clear and concise updates

🏖️ Benefits

• Opportunity to support critical national defense missions
• Comprehensive health, dental, and vision insurance
• Paid time off and holidays
• Professional development and training opportunities

Skills & Technologies

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Agile Defense, Inc.

Visit Website

About Agile Defense, Inc.

Agile Defense, Inc. provides cybersecurity, cloud, and enterprise IT services to U.S. federal civilian, defense, and intelligence agencies. Founded in 2006 and headquartered in Reston, Virginia, the company delivers engineering, digital transformation, and managed security solutions, holding multiple government contract vehicles including CIO-SP3 and GSA schedules. Its offerings span zero-trust architecture, identity and access management, secure DevSecOps, and continuous monitoring, helping agencies modernize systems while meeting compliance mandates such as FISMA, FedRAMP, and NIST 800-53.

View Company Profile