IT/Helpdesk Support Specialist II

Job Overview

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next. Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Job Details

• Requisition #: 977
• Location: 6483 Wayberry Rd Building 4508, Aberdeen Proving, Maryland 21005
• Clearance Level: Active DoD - Secret
• Required Certification(s): Security+ CE

Summary

The U.S. Army Research Laboratory (ARL) of the U.S. Army Research Development and Engineering Command (RDECOM) is the Army’s corporate laboratory. It’s a diverse assortment of unique facilities and a dedicated workforce of government and private sector partners that make up the largest source of world-class integrated research and analysis in the U.S. Army. ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers. ARL’s program consists of basic and applied research and survivability/lethality and human factors analysis. As a Desk Side Agent, you will be a primary member of the Tier 2 Service Desk team responsible for the resolution of incidents and fulfillment of requests for the Adelphi Lab Center Service Desk.

Job Duties and Responsibilities

• Provide Service Desk support to the Army Research Laboratory on a variety of issues.
• Identify, research, and resolve technical issues for end users.
• Assist with the installation and removal of software from end-user computing systems.
• Respond to telephone calls, emails, and personnel requests for IT support; document, track and monitor problems to ensure timely resolutions.
• Support creating, tracking, closing, updating, and resolving help desk trouble tickets.
• Perform domain account administration and management.
• Manage software collections in Microsoft Endpoint Configuration Management and Tanium Management Systems.
• Endpoint management and configuration (Imaging, VPN, software installation request fulfillment and incident resolution, printer management).
• Assist with the fulfillment of Hardware requests for End User Devices.
• Assist with the tracking and inventory of assets.
• All other duties as assigned by the Service Desk Site Lead in support of IT Support Operations.

Qualifications

Required Certifications

• Security+ CE

Education, Background, and Years of Experience

• 3 to 5 Years of Experience working in an Enterprise IT Environment.
• Bachelor's Degree in Computer Science, IT Management, or another related field.
• Or a sufficient combination of Education, Certification or relevant experience.

Additional Skills & Qualifications

Required Skills

• Active Directory User and Computer Management.
• Basic Networking Skills.
• Remote Desktop Administration.
• Microsoft Office 365 and MS Teams.
• Endpoint Imaging (Windows).

Preferred Skills

• ServiceNow ITSM Platform.

Working Conditions

Environmental Conditions

Contractor site Adelphi Lab Center, Hyattsville, MD site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment, with periodic walking or driving to other buildings on base and working with standard office equipment. The working environment is generally favorable. Lighting and temperature are adequate, with no hazardous or unpleasant conditions caused by noise, dust, etc.

Strength Demands

Medium – 50 lbs. Maximum lifting with frequent lift/carry up to 25 lbs.

Physical Requirements

Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull.