Help Desk Analyst II

Quantico, VA
Defense – Information Technology /
Regular /
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.

Requisition #: 259

Job Title: Help Desk Analyst II

Location: 27410 Hot Patch Rd Quantico, Virginia 22134

Clearance Level: Active DoD - Secret

Required Certification(s): 
·       DoD IAM Level I Certification (CAP, CND, Cloud+, GSLC, Security+ CE, HCISPP).
·       ITILv4 (desired)

Shift Schedule: 10am - 6pm Mon-Fri

**Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. **

The Help Desk Analyst provides support to internal and external customers regarding computer systems, software and hardware issues.  They assist with the handling of incidents, problems, and requests with users and IT groups for unclassified and classified equipment. Candidate will be required to provide help desk support via phone, web-interface, email and in-person communication to assist in the management of the life cycle of incidents, problems, and service requests including fulfillment, verification, and closure.
·       Provide Service Desk services to all customer IT groups for unclassified and classified services.
·       Respond to and Monitor ticket submission and tracking through multiple means, such as phone, email and the ticketing system.
·       Collaborate with IT team members to escalate complex technical issues.
·       Document, assess, track, resolve, and fulfill Service Desk incidents, problems, events, and requests in accordance with the documented Incident Management and Problem Management processes.
·       Coordinate with the Customer’s Representatives to resolve events, incidents and problems in accordance with the Event Management, Incident Management and Problem Management processes such as anomalies that affect more than one user.
·       Coordinate with the Client to resolve Network events, incidents and problems to include Install Move, add, and Changes services for the customer; and to resolve Network connectivity anomalies.
·       Recommend enhancements to documented processes and procedures.
·       Operate the on-line status system to initiate, query, track, update, and display Information, (such as aging and backlog) pertaining to incidents, problems, and service requests.
·       Track the resolution of incident tickets as required.
·       Verify resolution with the customer prior to resolving the ticket.
·       Provides the client with a Post-Incident Report regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for outage of service.
·       Recommend and implement a customized priority process for service requests from deployed forces within the existing ticketing system.
·       Generate, post, and retain historical information for weekly and monthly Service Desk performance measurements on a Government designated website and report this information as part of the Weekly and Monthly In-Progress Review.
·       Process, manage, and execute classified and unclassified service requests.


Required Certifications
·       DoD IAM Level I Certification (CAP, CND, Cloud+, GSLC, Security+ CE, HCISPP).
·       ITILv4 (desired)

Education, Background, and Years of Experience
·       2 yrs of experience in a helpdesk or technical support role.
·       Experience with Remedy Ticketing system.


Required Skills
·       2 yrs experience working with a Service Desk.  Answering calls, redirecting tickets, and coordinating with other Team members.
·       Strong analytical and problem-solving skills.
·       Excellent verbal and written communications skills.   Ability to communicate effectively with non-technical users
·       Familiarity with Windows operating systems, Microsoft Office Suite and Remedy Ticketing System.


Environmental Conditions
·       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.

Strength Demands
·       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.

Physical Requirements
·       Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

Happy - Be Infectious.
Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

Helpful - Be Supportive.
Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

Honest - Be Trustworthy.
Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

Humble - Be Grounded.
Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry - Be Eager.
Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

Hustle - Be Driven.
Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)