IT/Helpdesk Support Specialist III

Requisition #: 765

Job Title: IT/Helpdesk Support Specialist III | Exempt

Location: 801 N. Randolph St, Rm 732Arlington, Virginia22201

Clearance Level: Active DoD - Secret

Required Certification(s): 

·         Active Security+ Certification

SUMMARYAgile Defense LLC provides all IT support, software development, Network Engineering, and Service desk support to the Air Force Office of Scientific Research (AFOSR). The mission of AFOSR is to identify opportunities for significant scientific advancements and breakthrough research around the world, and to bring together researchers and resources to advance revolutionary basic research for Air Force needs.

Agile Defense LLC is responsible for delivering all IT service management operations through software development, network engineering, client systems administration, cyber security, and IT asset management to support to the Air Force Office of Scientific Research (AFOSR). The primary mission of AFOSR-IT is to support the critical IT operations needed that empower significant scientific advancements and breakthrough of revolutionary United States Air Force basic research. We are seeking a detail-oriented IT Client Systems Administrator to oversee and support client hardware, software, and network systems, including mobile device management and video teleconferencing (VTC) solutions. In this role, you will be responsible for supporting our service desk by configuring, deploying, and maintaining end-user devices, ensuring seamless system performance, and delivering prompt technical support to resolve issues. Key responsibilities include implementing security protocols to safeguard client systems and data, troubleshooting network and connectivity issues, and managing mobile device and VTC technologies to ensure reliable communication and collaboration.   You will also collaborate with cross-functional teams on IT projects, upgrades, and system enhancements. Proficiency in managing Windows, macOS, and Linux systems, experience with tools such as Active Directory, HBSS and SCCM, and expertise in mobile device management and VTC support are essential. Strong problem-solving skills, effective communication, and a commitment to maintaining AFOSR-IT's high standards of client support are key to success in this role. Relevant certifications through CompTIA, Microsoft, or Cisco are preferred.

JOB DUTIES AND RESPONSIBILITIES

·         Configure, deploy, and maintain end-user devices across Windows, macOS, iOS, and Android platforms.

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·         Manage mobile device solutions and ensure secure integration with client systems.

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·         Develop creative solutions to support the demands of the AFOSR user base.

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·         Support and troubleshoot video teleconferencing (VTC) technologies including Zoom, MS Teams, Google Meet, and Cisco to ensure reliable communication.

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·         Manage and triage incidents and requests using the Air Force's instance of ServiceNow.

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·         Monitor system performance and resolve technical issues within the ambitious SLA requirements for end-users.

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·         Implement and enforce security protocols and utilize security technical implementation guides (STIGs) to protect client data and systems.

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·         Troubleshoot network and connectivity issues to maintain system reliability.

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·         Collaborate with government partners and cross-functional teams on IT projects, system upgrades, and technology deployments.

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·         Analyze and report trends to stakeholders regarding IT problems, issues, and customer demand signals.

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·         Maintain and create documentation for projects, processes, systems, and configurations.

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·         Attend and contribute to daily operational Scrums, add input  to divisional planning sessions, and partake in delivery and progress reviews.

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·         Provide onsite (and some remote) support from 7:30am to 4:00pm Monday – Friday (rare surge support may be required to meet emerging work requirements).

QUALIFICATIONS

Required Certifications

·         Active Security+ Certification

Education, Background, and Years of Experience

·         A high school diploma is acceptable for this position.

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·         3 to 5+ years of service desk support experience

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·         A bachelor’s degree in a computer related IT discipline may be substituted for years of experience.

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

·         Windows/Apple computer/tablet management

·         Printer management

·         iOS/Android mobile device management (MDM)

·         Microsoft Office 365 support

·         Application and software support

·         VTC support

·         Issue resolution

·         Ticketing system management

·         ITIL and SLA compliance

·         Security and STIG compliance

·         Cybersecurity

·         Network troubleshooting

·         LAN/WAN and VPNs

·         Problem-solving

·         Trend analysis

·         Communication

·         Collaboration

·         Documentation

·         Organizational skills

·         Onsite and remote support

·         Multitasking

·         Positive adaptability

·         Technical support

Preferred Skills

·         ·         Experience working in a DoD information technology environment strongly preferred

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·         ServiceNow experience

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·         HP printer networking and support

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·         BUEM and ABM management experience

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·         Scrum or Agile delivery methodology experience

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·         Other professional IT certifications from CompTIA, Cisco, Apple, and Microsoft are a plus

WORKING CONDITIONS

Environmental Conditions

·         The employee will generally sit and work but may be asked to help lift new IT equipment into storage. Installation of IT equipment in the customer work space requires walking, bending, crouching and lifting.

Strength Demands

·         Medium – 50 lbs. Maximum lifting with frequent lift/carry up to 25 lbs.

Physical Requirements

·         Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull