Helpdesk Support Specialist I — Secret Clearance Eligible

Agile Defense, Inc.; Huntsville (AL); On-site; USD 45,000 - 65,000; Full time

Job summary

Agile Defense, Inc. is seeking a Technical Support - Helpdesk Support Specialist I to provide first-level IT support at Redstone Arsenal, Huntsville, AL.

You will handle user requests, diagnose issues, and assist with IT services across desktop, server, and network domains, aiming to maintain mission-essential operations. The role requires DoD IAT Level II Certification – Security+CE, and a clearance-ready candidate who can obtain a Secret clearance.

Qualifications

• ITSM experience with ticketing systems (ServiceNow, Remedy) required.
• Strong customer service and communication skills essential.
• Proficient in Microsoft Active Directory and user/account management.
• Experience with print server administration and device support.
• Knowledge of change management processes and approvals.
• Ability to mentor junior technicians.
• Excellent written and spoken communication for customers.
• Familiarity with remote desktop and remote support tools.
• Understanding of organizational security policies and procedures.
• Experience with Virtual Desktop Infrastructure (VDI).
• Experience providing remote access support to customer devices.

Responsibilities

• Provide first-line IT support by phone and in person to end users.
• Troubleshoot PC, server, and software problems and document solutions.
• Escalate issues to higher-level teams as needed.
• Create and maintain user guides and knowledge base articles.
• Assist in planning and implementing new IT systems and updates.
• Mentor and assist junior technical staff.
• Support remote work initiatives and provide remote access support.

Skills

ITSM

Customer Service

Remote Desktop

VDI

Security Policies

Mentoring

Communication

Remote Support

Ticketing

Education

High school diploma

Tools

ServiceNow

Remedy

Active Directory

Print Server

Change Management

Remote Access Tools

VDI Software

Job description

Agile Defense, Inc. is seeking a Technical Support - Helpdesk Support Specialist I to provide first-level IT support at Redstone Arsenal, Huntsville, AL.

You will handle user requests, diagnose issues, and assist with IT services across desktop, server, and network domains, aiming to maintain mission-essential operations. The role requires DoD IAT Level II Certification – Security+CE, and a clearance-ready candidate who can obtain a Secret clearance.