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Help Desk Analyst II
Quantico, VA
Job Description
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.
Requisition #: 259
Job Title: Help Desk Analyst II
Location: 27410 Hot Patch Rd Quantico, Virginia 22134
Clearance Level: Active DoD - Secret
Required Certification(s):
* DoD IAM Level I Certification (CAP, CND, Cloud+, GSLC, Security+ CE, HCISPP).
* ITILv4 (desired)
Shift Schedule: 10am - 6pm Mon-Fri
**Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. **
SUMMARY
The Help Desk Analyst provides support to internal and external customers regarding computer systems, software and hardware issues. They assist with the handling of incidents, problems, and requests with users and IT groups for unclassified and classified equipment. Candidate will be required to provide help desk support via phone, web-interface, email and in-person communication to assist in the management of the life cycle of incidents, problems, and service requests including fulfillment, verification, and closure.
JOB DUTIES AND RESPONSIBILITIES
* Provide Service Desk services to all customer IT groups for unclassified and classified services.
* Respond to and Monitor ticket submission and tracking through multiple means, such as phone, email and the ticketing system.
* Collaborate with IT team members to escalate complex technical issues.
* Document, assess, track, resolve, and fulfill Service Desk incidents, problems, events, and requests in accordance with the documented Incident Management and Problem Management processes.
* Coordinate with the Customer's Representatives to resolve events, incidents and problems in accordance with the Event Management, Incident Management and Problem Management processes such as anomalies that affect more than one user.
* Coordinate with the Client to resolve Network events, incidents and problems to include Install Move, add, and Changes services for the customer; and to resolve Network connectivity anomalies.
* Recommend enhancements to documented processes and procedures.
* Operate the on-line status system to initiate, query, track, update, and display Information, (such as aging and backlog) pertaining to incidents, problems, and service requests.
* Track the resolution of incident tickets as required.
* Verify resolution with the customer prior to resolving the ticket.
* Provides the client with a Post-Incident Report regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for outage of service.
* Recommend and implement a customized priority process for service requests from deployed forces within the existing ticketing system.
* Generate, post, and retain historical information for weekly and monthly Service Desk performance measurements on a Government designated website and report this information as part of the Weekly and Monthly In-Progress Review.
* Process, manage, and execute classified and unclassified service requests.
QUALIFICATIONS
Required Certifications
* DoD IAM Level I Certification (CAP, CND, Cloud+, GSLC, Security+ CE, HCISPP).
* ITILv4 (desired)
Education, Background, and Years of Experience
* 2 yrs of experience in a helpdesk or technical support role.
* Experience with Remedy Ticketing system.
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
* 2 yrs experience working with a Service Desk. Answering calls, redirecting tickets, and coordinating with other Team members.
* Strong analytical and problem-solving skills.
* Excellent verbal and written communications skills. Ability to communicate effectively with non-technical users
* Familiarity with Windows operating systems, Microsoft Office Suite and Remedy Ticketing System.
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; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
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
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 (c)
At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values.
Agile Defense, Inc. does not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
2+ years
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