Desk Side Agent II

Adelphi, MD
Information Technology /
Regular /
Agile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' mission. We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce.

Requisition #:DESKS004135

Job Title: Desk Side Agent II

Location: 2800 Powder Mill Rd Adelphi, Maryland 20783 (Hybrid)

Clearance Level: Active DoD - Secret

Required Certification(s): 
DoD IAT Level II Certification.

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.

The contractor shall 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.


Required Certifications
DoD IAT Level II Certification.

Education, Background, and Years of Experience
2 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.


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.


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.
Hybrid, once fully up to speed, schedule negotiated with functional manager.

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

Physical Requirements
Stand or Sit; Walk; Stoop, Kneel, Crouch, or Crawl; See
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. We believe several attributes are the root of our very best employees and extraordinary culture. We have named these attributes “The 6 H’s” – Happy, Helpful, Honest, Humble, Hungry, and Hustle.

Happy: We exhibit a positive outlook in order to create a positive environment.
Helpful: We assist each other and pull together as teammates to deliver.
Honest: We conduct our business with integrity.
Humble: We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us.
Hungry: We desire to consistently improve.
Hustle: We work hard and get after it.

These Core Values are present in all our employees and our organization's aspects. Learn more about us and our culture by visiting us here.

COVID-19 Vaccination Requirements
Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor. As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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)