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 #: 1293
Job Title: IT/Helpdesk Support Technician II
Job Title for Careers Page: Enterprise Service Desk Technician II
Location: Adelphi, MD
Clearance Level: Secret
Required Certifications: Security+ (required) or CASP CE certificate Computing Environment Cert (preferred
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 make up the largest source of world-class integrated research and analysis in the U.S. Army. ARL discovers, innovates and transitions research in order to provide the best technologies for our Soldiers. ARL’s program consists of basic and applied research and survivability/lethality and human factors analysis.
JOB DUTIES AND RESPONSIBILITIES
• Handle Tier 2 service desk calls and escalations through tickets and/or phone • Follow up on ServiceDesk tickets in a timely resolution • Assist with basic hardware/software/user troubleshooting and first call resolution calls • Manage documents for tracking assets, tickets, and/or other items as needed • Other duties may be added and/or assigned as needed
QUALIFICATIONS Required Certifications
Security+ (required) or CASP CE certificate Computing Environment Cert (preferred)
Education, Background, and Years of Experience
Typically, has completed high school, and has 2 - 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.
ADDITIONAL SKILLS & QUALIFICATIONS Required Skills
• 2 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)
Preferred Skills
* ServiceNow/Other Ticketing System experience
WORKING CONDITIONS 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 no 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 Talk or Hear See