Helpdesk Specialist

Agile Defense; Virginia (MN); On-site; USD 60,000 - 90,000; Full time

Job summary

Agile Defense is seeking a Helpdesk Support III to provide advanced, secure IT support for roughly 1200 users across Quantico, VA. The role includes LAN support, Remedy ticket handling, and COOP incident management on a demanding 8x5 with 24x7 on-call coverage.

Qualifications include DoD 8570 Level II certification and 3 years of desktop support, plus Windows 11 troubleshooting and imaging device experience. Clearance and readiness for secure environments are required.

Qualifications

• DoD 8570 Level II certification required.
• 3 years of desktop support experience.
• Experience with Windows 11 installation and troubleshooting.

Responsibilities

• Provide local area network support for desktop problems and asset management.
• Deliver Tier II support for PCs, servers, or mainframe applications.
• Monitor and respond to hardware, software, and network issues.
• Support JWICS for up to 100 global users.
• Document, track and resolve problems using ITIL v4 framework.
• Handle service requests via Remedy, phone, email and in-person.

Skills

Desktop support

Troubleshooting

User support

Networking basics

Education

DoD 8570 Level II certification

Tools

Remedy

Intune

VMware

Job description

Helpdesk Support III

Location: Quantico, VA – Clearance Level: Top Secret.

As a Helpdesk Support III, you will provide advanced, reliable and secure communications, knowledge management, and information systems support for approximately 1200 users across three buildings in Quantico, VA. You will work on a 8x5x52 schedule with 24x7 on‑call support to ensure seamless operation of the enterprise network.

Position Details

Required Certification(s): DoD 8570.01‑M IAT level II – CCNA‑Security, CySA+, GICSP, GSEC, Security+CE, or SSCP. Professional series Certification within the product groups technology scope (e.g. MCA).

Job duties include local area network support for desktop problems, Tier II support for PC, server, or mainframe applications, monitoring and responding to hardware, software, and network issues, and implementing continuity of operations plans. You will handle service requests via Remedy, phone, email, and in‑person, and document problems through the ITIL v4 framework.

Job Duties and Responsibilities

• Provide local area network support for any desktop related problems, including installation of software and service requests for assets located on the unclassified and classified network.
• Identify, research, and resolve technical problems related to user workstations, software, mobile devices and other user equipment.
• Provide Tier II support to end users for PCs, servers, or mainframe applications or hardware.
• Monitor and respond to hardware, software, and network problems and support up to 100 global users of the JWICS.
• Support Continuity of Operations Plans (COOP) and manage incidents per ITIL v4 guidelines.
• Respond to service requests via Remedy, telephone, email, and direct personnel requests.
• Document, track, and monitor problems to ensure timely resolution.
• Interact with network services, software systems engineering, and applications development to restore service and identify core problems on JWICS.
• Recommend system modifications to reduce user problems and maintain mobile device configuration (iPhones, Samsung etc.).

Qualifications

• DoD 8570 Level II certification.
• 3 years of desktop support experience.
• Experience with Windows 11 installation and troubleshooting.
• Experience with imaging devices.

Additional Skills & Qualifications

• ITIL Foundation (v3) or greater (desired).
• Microsoft Certified Desktop Administrator Associate (MCA) (desired).
• VMware Certified Professional (VCP) (desired).
• Android / iOS Mobile Device Management via Intune.

Working Conditions

Contractor site with 0%–10% travel possible. Possible off‑hours work to support releases and outages. General office environment; work is typically sedentary but may require standing and walking for up to 10% of the time.

Physical Requirements

• Stand or sit.
• Walk.
• Repetitive motion.
• Use hands/fingers to handle or feel.
• Kneel, crouch, or crawl.
• Talk or hear, see.
• Push or pull, climb stairs or ladders or balance.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

Agile Defense is an equal opportunity employer.