Help Desk Technician

Agile Defense; Doha; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Help Desk Technician to support operations at Al Udeid Air Base in Qatar. This role involves providing essential technical support, troubleshooting issues, and ensuring user satisfaction. The ideal candidate will have a strong background in IT support and excellent customer service skills, ready to thrive in a dynamic environment. Join a team that values innovation and collaboration, where your contributions will directly impact national security missions. If you're eager to grow and make a difference, this opportunity is perfect for you.

Benefits

Comprehensive benefits package

Supportive work environment

Opportunities for professional growth

Qualifications

• Associates degree in Computer Science or related field required.
• 2+ years of Help Desk support experience preferred.

Responsibilities

• Provide Help Desk support to end users on various issues.
• Document, track, and monitor problems to ensure timely resolutions.
• Manage user accounts and privileges according to guidance.

Skills

Help Desk Support

Customer Service

Technical Troubleshooting

Account Management

Communication Skills

Education

Associates degree in Computer Science

2+ years of Help Desk support experience

Tools

Ticketing Systems

Remote Desktop Software

Job description

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 #: 916

Job Title: Help Desk Technician

Location: Al Udeid Air Base, Doha, Qatar

Clearance Level: Active DoD - Secret

Required Certification(s)

• DoD 8570 IAT Level 2
  
  

Summary

Agile Defense has an immediate need to hire a Help Desk Technician to work at Al Udeid AB, Qatar.

Job Duties And Responsibilities

• Provide Help Desk support to the end user on a variety of issues.
• The Help Desk support shall identify, research, and resolve technical problems for end users.
• The Help Desk shall 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.
• Provide Tier 1 technical support, including call prioritization, troubleshooting, and resolution of basic hardware/software issues.
• Deliver hands-on support to users on the CAOC operations floor.
• Troubleshoot issues remotely or in person; escalate unresolved tickets to appropriate back shops or higher-tier support.
• Track and follow up with end-users to ensure ticket resolution and satisfaction.
• Manage user accounts and privileges, including creation, modification, and deletion in accordance with AFCENT guidance.
• Support SIPR PKI operations and coordinate Firewall/Bluecoat Exemption Requests (FERs/BERs).
• Serve as point of contact for Authorized Service Interruptions (ASIs), NOTAMs, TCNOs, CTOs, and other time change orders.
• Create and maintain operational status reports (e.g., COMSTATs, SITREPs) and brief leadership.
  
  

Qualifications

Required Certifications

• DoD 8570 IAT Level 2
  
  

Education, Background, And Years Of Experience

• Associates degree in Computer Science or related field
• OR 2+ years of Help Desk support experience and 2+ years of experience in Computer/IT hardware support (experience may be concurrent)
  
  

Required Skills

ADDITIONAL SKILLS & QUALIFICATIONS

• Ability to work independently and as a team
• Ability to brief colleagues and leadership
• Excellent customer service skills
• Ability and willingness to learn
• Ability to work in a high energy environment
  
  

WORKING CONDITIONS

Environmental Conditions

• Typical office environment
  
  

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.

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.