Enterprise Service Desk Technician II

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 #: 977

Job Title: IT/Helpdesk Support Specialist II | Exempt

Job Title for Careers Page: Enterprise Service Desk Technician II

Location: 6483 Wayberry Rd Building 4508Aberdeen Proving, Maryland21005

Clearance Level: Active DoD - Secret

Required Certification(s): 

·       Security+ CE

SUMMARY The U.S. Army Research Laboratory (ARL) of the U.S. Army Research Development and Engineering Command (RDECOM) is the Army’s corporate laboratory. It’s a diverse assortment of unique facilities and a dedicated workforce of government and private sector partners that make up the largest source of world-class integrated research and analysis in the U.S. Army. ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers. ARL’s program consists of basic and applied research and survivability/lethality and human factors analysis.

As a Desk Side Agent, you will be a primary member of the Tier 2 Service Desk team responsible for the resolution of incidents and fulfillment of requests for the Adelphi Lab Center Service Desk.

JOB DUTIES AND RESPONSIBILITIES

·       The contractor shall provide Service Desk support to the Army Research Laboratory on a variety of issues:

·       Identify, research, and resolve technical issues for end users.

·       Assist with the installation and removal of software from end-user computing systems.

·       Respond to telephone calls, emails, and personnel requests for IT support; document, track and monitor problems to ensure timely resolutions.

·       Support creating, tracking, closing, updating, and resolving help desk trouble tickets.

·       Perform domain account administration and management.

·       Manage software collections in Microsoft Endpoint Configuration Management and Tanium Management Systems.

·       Endpoint management and configuration (Imaging, VPN, software installation request fulfillment and incident resolution, printer management)

·       Assist with the fulfillment of Hardware requests for End User Devices.

·       Assist with the tracking and inventory of assets.

·       All other duties as assigned by the Service Desk Site Lead in support of IT Support Operations.

QUALIFICATIONS

Required Certifications

·       Security+ CE

Education, Background, and Years of Experience

·       3 to 5 Years of Experience working in an Enterprise IT Environment,

·       Bachelor's Degree in Computer Science, IT Management, or another related field,

·       Or a sufficient combination of Education, Certification or relevant experience.

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

·       Active Directory User and Computer Management

·       Basic Networking Skills

·       Remote Desktop Administration

·       Microsoft Office 365 and MS Teams

·       Endpoint Imaging (Windows)

Preferred Skills

·       ServiceNow ITSM Platform   

WORKING CONDITIONS

Environmental Conditions

·       Contractor site Adelphi Lab Center, Hyattsville, MD site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment, with periodic walking or driving to other buildings on base and working with standard office equipment. The working environment is generally favorable. Lighting and temperature are adequate, with no hazardous or unpleasant conditions caused by noise, dust, etc.

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

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.

We also believe in supporting our employees by offering a competitive and comprehensive benefits package. To explore the benefits we offer, please visit our website under the Careers section.

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