Helpdesk Support III
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Summary
Onsite Tier II helpdesk/desktop support role at Agile Defense supporting ~1,200 DoD users across three Quantico, VA buildings on an 8x5x52 schedule — resolving ~250 tickets/month on unclassified and classified (JWICS) networks covering Windows workstations, servers, phones, and network gear. Requires an active Top Secret clearance and DoD 8570 IAT Level II certification.
About Agile Defense
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.
Req #: 1941
Job Title: Helpdesk Support III
Location: Quantico, VA | Onsite
Clearance Level: Top Secret, Must have clearance to start
Required Certification(s): Compliant with DoD 8570.01-M IAT level II – CCNA-Security, CySA+, GICSP, GSEC, Security+CE, or SSCP. Professional series Certification within the product groups technology scope (e.g. MCA).
Job Description
The Customer’s mission is to deliver advanced, reliable, and secure communications and information systems that enable the Organization’s global Network Operations mission. This includes providing on‑site desktop and network support across three buildings in Quantico, VA, operating on an 8x5x52 schedule. The team supports roughly 1,200 users and a wide range of devices, including workstations, printers, phones (mobile and desk), servers, switches, and laptops. The Helpdesk processes an average of 250 trouble tickets per month at the main Quantico facility, ensuring timely and effective resolution of technical issues to keep operations running smoothly.
Job duties & responsibilities:
- Provide local area network support for desktop-related issues, including software installation and service requests on both unclassified and classified networks.
- Identify, research, and resolve technical problems related to user workstations, software, and associated equipment such as mobile phones.
- Deliver Tier II support to end users for PC, server, or mainframe applications and hardware.
- Support up to 100 global users of the JWICS system.
- Monitor and respond to hardware, software, and network issues.
- Provide support for and assist with Continuity of Operations Plans (COOP).
- Develop and implement incident management processes, including problem recognition, research, isolation, resolution, and follow‑up, in alignment with ITIL v4 and ITSM guidelines.
- Respond to service requests via Remedy, phone, email, and in-person technical support needs.
- Document, track, and monitor issues to ensure timely resolution according to ITIL v4 and ITSM standards and required response times.
- Collaborate with network services, software engineering, and application development teams to restore service and identify root causes of issues.
- Recommend system modifications to reduce recurring user problems.
- Coordinate with MCIA network services, software engineering, and application development teams to restore service and resolve core issues on JWICS.
- Configure and support mobile devices, including iPhones and Samsung devices.
Qualifications
Basic Qualifications
- DoD 8570 Level II certification
- 3 Years of Desktop Support Experience.
- Experience with Windows 11 installation and troubleshooting.
- Experience with imaging devices.
- Must have an active Top Secret security clearance to start
Preferred Skills
- ITIL Foundation (v3) or greater (desired) Microsoft Certified Desktop Administrator Associate (MCA) (desired) VMWare Certified Professional (VCP) (desired)
- Android/iOS Mobile Device Management via Intune
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 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
Light – 20 lbs. Maximum lifting with frequent lift/carry up to 10 lbs. A job is light if less lifting is involved but significant walking/standing is done or if done mostly sitting but requires push/pull on arm or leg controls.
Physical Requirements
Stand or Sit Walk Repetitive Motion Use Hands / Fingers to Handle or Feel Stoop, Kneel, Crouch, or Crawl Talk or Hear See Push or Pull Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse)
Our Core Values
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
Skills
As published by lever · 22 questions · 5 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company
Short answers (2)
- What is your full street address? (Street, City, State, Zip)
- What is your desired salary?
Pick from a list (14)
- Do you have a Department of Defense (DOD) Recognized Security Clearance?
- What level of DOD clearance do you have?
- Are you authorized to work in the United States?
- Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)?
- Are you open to relocating for this position, or another position with Agile Defense?
- Are you a current employee of Agile Defense or any of its subsidiaries, affiliates, or acquired companies?
- Have you ever been employed by Agile Defense or any of its subsidiaries, affiliates, or acquired companies?
- How did you hear about us?
- Do you have a higher education degree?
- What is your highest level of education?
- Do you have any active industry related certifications?
- Are you a current or former U.S. Government employee or U.S. armed forces?
- Are you currently subject to any post-employment obligations from a current or former employer that could restrict your ability to perform this role if hired?
- I certify that the information provided is accurate to the best of my knowledge and understand that additional details may be requested later in the hiring process.
Written answers (5)
- If you were referred, please list the referrer's name and any other details here: optional
- What active industry related certifications do you have?
- If yes, please briefly describe the type of obligation and its duration (you may exclude employer names and confidential terms). If no, please respond with "N/A".
- If hired, would you have any ongoing outside employment, consulting, or business activities that could conflict with this role or the company’s interests?
- If yes, please briefly describe. If no, please respond with "N/A".
Attachments (1)
- Please upload a copy of your certification(s) if applicable optional