Helpdesk Technician I - IT Support & End-User Care

Agile Defense, LLC; Huntsville (AL); On-site; USD 36,000 - 52,000; Full time

Job summary

Agile Defense, LLC is seeking a Technical Support - Helpdesk Support Specialist I to deliver first-level IT support at the Redstone Arsenal/Huntsville site. You will handle routine inquiries, perform diagnostics, and escalate complex problems while maintaining clear customer communication.

The role emphasizes ITSM practices, AD administration, remote support, and VDIs, with on-site work and potential for security-clearance readiness.

Qualifications

• Proficient in IT Service Management (ITSM) systems such as ServiceNow or Remedy.
• Excellent customer service and communication skills.
• Proficient in Microsoft Active Directory for account management.
• Knowledge of print servers and device management.
• Ability to install, configure, and troubleshoot software.
• Experience with Remote Desktop support and remote control of systems.
• Familiar with Virtual Desktop Infrastructure (VDI).
• Understanding of organization security policies and procedures.

Responsibilities

• Provide first-level IT support to end-users by phone or in person.
• Escalate issues to appropriate teams when needed.
• Document issues and resolutions in the ticketing system.
• Create training materials and assist junior technicians.
• Maintain and monitor IT equipment and software.
• Assist with implementing new software and systems.

Skills

ITSM knowledge

Customer service

Active Directory

Print server administration

Software installation

Remote Desktop support

VDI

Security policies

Mentor juniors

Communication with customers

Education

High School Diploma

Job description

Agile Defense, LLC is seeking a Technical Support - Helpdesk Support Specialist I to deliver first-level IT support at the Redstone Arsenal/Huntsville site. You will handle routine inquiries, perform diagnostics, and escalate complex problems while maintaining clear customer communication.

The role emphasizes ITSM practices, AD administration, remote support, and VDIs, with on-site work and potential for security-clearance readiness.