IT Service Desk Technician

Agile Defense; Arlington (VA); On-site; USD 42,000 - 64,000; Full time

Job summary

Agile Defense in Arlington, VA, seeks an IT Service Desk Technician to support AFOSR staff onsite with 7:30 a.m. to 4:00 p.m. hours and security clearance requirements. The role focuses on Tier 1-2 incident handling, ServiceNow ticketing, and end‑user support for Windows 11, Office 365, and mobile devices.

Candidates typically hold 3–5+ years of service desk experience, a related IT degree or strong IT background, ITIL knowledge, and the ability to work with Windows and Mac OS.

Qualifications

• Bachelor’s degree preferred; strong IT support experience acceptable with HS diploma.
• 3 to 5+ years of service desk experience (Bachelor’s degree may offset 2 years).
• Proficiency with Windows 11, Office 365, Windows and Mac OS.
• Incident management experience and ITIL knowledge.
• ServiceNow usage for managing support tickets.
• Mobile device (iPhone/iPad) management and troubleshooting skills.
• Availability to work onsite every business day from 7:30 a.m. to 4:00 p.m.
• Strong communication and people skills.

Responsibilities

• Provide Service Desk support to AFOSR staff focusing on effectiveness and accountability.
• Receive incidents and service requests as tickets from the ServiceNow system.
• Guide users through walk-up requests or submit tickets in ServiceNow.
• Manage endpoint support and mobile device troubleshooting.
• Resolve tickets to meet SLAs for closure times and satisfaction.
• Build, deploy, and troubleshoot Windows 11 PCs and peripherals.
• Adhere to asset management and IT inventory reporting requirements.
• Work a standard 7:30 a.m. to 4:00 p.m. schedule, with occasional surge periods.

Skills

Windows 11

Office 365

ITIL

Mobile devices

Education

Bachelor's degree in IT

High school diploma with IT support experience

Tools

ServiceNow

Job description

Job Overview

IT Service Desk Technician – On‑Site, Arlington, VA.

Requisition #: 1741 | Clearance Level: Secret (Must Have Clearance to Start) | Required Certification: Security+

This role is part of a four‑person team providing Tier 1‑2 support for IT incidents and service requests at the AFOSR office. Primary responsibilities include managing ServiceNow tickets, delivering customer support on Windows 11, mobile devices, and peripherals, ensuring service level agreements, and maintaining equipment and inventory compliance.

Responsibilities

• Provide Service Desk support to AFOSR office staff with a focus on effectiveness, professionalism, and accountability.
• Receive all incidents and service requests as tickets from the USAF approved ServiceNow system.
• Guide users through walk‑up requests, directing them to submit tickets in ServiceNow or entering requests as needed.
• Manage endpoint support and basic user support of mobile devices (iPhones/iPads).
• Resolve support tickets to meet contract service level agreements for ticket closure times and customer satisfaction expectations.
• Build, deploy, maintain, and troubleshoot Windows 11‑based computers, mobile device units, and other personal computing hardware.
• Follow rigorous site processes tied with contract asset management and IT inventory reporting requirements.
• Adhere to a standard workday of 7:30 a.m. to 4:00 p.m. (Mon‑Fri) with occasional surge periods.

Qualifications

• A bachelor’s degree in an IT‑related discipline is preferred; a high school diploma with strong IT support experience is acceptable.
• 3 to 5+ years of service desk support experience (Bachelor’s degree may offset 2 years).
• Proficiency with Windows 11, Office 365, Windows and Mac OS.
• Incident management experience and ITIL knowledge.
• ServiceNow usage for managing support tickets.
• Mobile device (iPhone/iPad) management and troubleshooting skills.
• Availability to work onsite every business day from 7:30 a.m. to 4:00 p.m.
• Strong communication and people skills.

Physical Requirements

• Ability to remain stationary for approximately 50% of the time to perform desk‑based tasks.
• Ability to move throughout the office to interact with customers in offices and conference rooms.
• Ability to operate a computer and office productivity equipment (mobile devices, printers, copiers).
• Ability to communicate and exchange information with clients regarding IT support needs.
• Ability to assess, compare, and inspect IT equipment as required for inventory and support tasks.

Legal Notice

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities