Help Desk Analyst — Secret Clearance & IT Support Expert

Agile Defense; Virginia, Northern (IL, KY); Hybrid; USD 70,000 - 77,000; Full time

Job summary

Agile Defense is seeking a Help Desk Analyst to support both unclassified and classified IT services from our Quantico, VA location. You will manage incidents, problems, and service requests across phone, email, and web channels, ensuring timely resolution and proper documentation.

Ideal candidates have at least 2 years of help desk experience, Windows and Office proficiency, and Remedy ticketing know-how, with IAM I certification and ITILv4 being a plus.

Qualifications

• Minimum 2 years in a help desk or technical support role.
• IAM I (CAP, CND, Cloud+, GSLC, Security+ CE) certification required.
• Proficiency with Windows OS, Microsoft Office, and Remedy is expected.

Responsibilities

• Provide service desk support to both unclassified and classified services via phone, email, and ticketing system.
• Document, track, escalate, and resolve incidents, problems, and service requests per governing processes.
• Coordinate with Customer’s Representatives to resolve events and changes in accordance with Event/Incident/Problem Management.

Skills

Help desk experience

Analytical skills

Communication skills

Windows OS / Office

Education

IAM I (CAP, CND, Cloud+, GSLC, Security+ CE)

ITILv4 (desired)

Tools

Remedy Ticketing System

Job description

Agile Defense is seeking a Help Desk Analyst to support both unclassified and classified IT services from our Quantico, VA location. You will manage incidents, problems, and service requests across phone, email, and web channels, ensuring timely resolution and proper documentation.

Ideal candidates have at least 2 years of help desk experience, Windows and Office proficiency, and Remedy ticketing know-how, with IAM I certification and ITILv4 being a plus.