Help Desk Support Technician II

Requisition #: 1551

Job Title:

Help Desk Support Technician II

Location:

Adelphi, MD

Required Clearance:
Secret

Required

Certifications:

Security+

• Provides technical assistance and training to system users.
• Responds to users' requests for assistance by phone and in person, generally handling non-routine technical issues.
• May staff a help desk or information center. Installs and modifies personal computer and network hardware, software, and peripherals.
• Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
• Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs.
• Requires comprehensive knowledge of employer's stand‑alone and networked personal computers and related peripheral equipment, and of commonly used stand‑alone and networked applications.
• Requires a working knowledge of operating systems such as Windows, MAC, or UNIX.

• 3 years+ experience working in an IT environment
• Strong customer service both verbal and written to a wide range of end‑users
• Strong troubleshooting skills
• PC hardware, printers, scanners, computer peripherals, Mobile devices (iOS)
• Windows 10, Office 365
• Obtain Microsoft certification within 6 months (Computing environment)
• Handle Tier 2 service desk calls and escalations through tickets and/or phone
• Follow up on Service Desk tickets and fulfill/resolve in a timely resolution
• Assist with basic hardware/software/user troubleshooting and first call resolution calls
• Mobile device and printer management
• Manage documents for tracking assets, tickets, and/or other items as needed
• Other duties may be added and/or assigned as needed

Typically, has completed high school, and has 3 - 4 years of experience, or equivalent relevant work experience, e.g., each year of work experience may be substituted for each year of education required.

• Service Now/Other Ticketing System experience

Contractor site with 0%-10% travel possible.

Possible off‑hours work to support releases and outages.

General office environment.

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time.

The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc.

Work is generally performed within an office environment, with standard office equipment available.

Sedentary – 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

$65,000 - $80,000 a year

In addition, Agile Defense invests in its employees beyond just compensation. Agile’s benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, short‑term and long‑term Disability, Retirement and Learning and Development opportunities as well as other optional benefit elections.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities