Jobless Developer
Agile Defense logo
Agile Defense

Posted 7 days ago

Open

IT Service Desk Technician

ArlingtonOn-site

AI Summary

IT Service Desk Technician providing Tier 1-2 support for AFOSR staff, handling incidents via ServiceNow, managing Windows 11 and mobile devices, and supporting VTC setups.

About this role

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.

Requisition #: 1741
Job Title: IT Service Desk Technician
Location: On-Site, Arlington, VA
Clearance Level: Secret, Must Have Clearance to Start
Required Certification(s): Security+

Job Description

The position is part of an existing team of four persons to perform Service Desk Technician duties. They will provide in depth Tier 1-2 level support for IT related incidents and service requests leveraging proven technical experience, following ITIL methodology, and superior customer service skills to support users in a networked environment with Windows 11 clients, mobile devices (iPhones/iPads), printers, scanners, monitors and other peripherals. The position also provides support for VTC (video teleconference) setup with Zoom and Teams

Job Duties:

  • Provide Service Desk support to for AFOSR office staff with a focus on effectiveness, professionalism, and accountability to our customers.
  • All incidents and service requests will be received as tickets from the USAF approved ServiceNow system.
  • They will provide guidance and support for walk-up requests, directing users to submit tickets in ServiceNow or in some cases, entering the requests for them.
  • Provide endpoint management and basic user support of mobile devices (iPhones/iPads)
  • Manage and resolve support tickets to meet contract service level agreements for ticket closure times and customer satisfaction expectations.
  • The new hire must be able to build, deploy, maintain and troubleshoot Windows 11-based computers, mobile device units, and other personal computing hardware.
  • Must follow rigorous site processes tied with contract asset management and IT inventory reporting requirements.
  • The standard work day is 7:30 to 4:00 Monday – Friday with occasional surge periods needed to meet emerging work requirements.

    • Education and Background

  • A bachelor’s degree in an IT-related discipline is preferred but a high school diploma with strong IT support experience is acceptable for this position.
  • DoW experience in IT support (Air Force preferred)

    • Years of Experience

    3 to 5+ years of service desk support experience (Bachelor’s degree may offset 2 years of experience)

    Required Skills

  • Windows 11
  • Office 365
  • Incident Management experience
  • Ability to be onsite every business day from 7:30am - 4:00pm
  • Strong communication and people skills

    • Preferred Skills

  • ITIL knowledge
  • ServiceNow use in managing support tickets
  • MAC OS experience
  • Mobile Device (iPhone/iPad) management and troubleshooting skills

    • Working Conditions

  • Environmental Conditions: In office
  • Strength Demands: Frequently moves IT related equipment weighing up to 10 pounds across the office spanning 2 floors by stairs or elevator to support equipment exchanges for users.
  • Physical Requirements:
  • Ability to remain stationary for approximately 50% of the time to perform desk‑based tasks.
  • Ability to move throughout the office to interact with customers in offices and conference rooms.
  • Ability to operate a computer and office productivity equipment (such as mobile devices, printers, and copiers) to complete essential job functions.
  • Ability to communicate and exchange information with clients regarding IT support needs, using appropriate communication methods.
  • Ability to assess, compare, and inspect IT equipment as required for inventory and support tasks.

    • Skills

    Incident ManagementIPadIPhoneITILMac OSMicrosoft TeamsOffice 365ServiceNowWindows 11Zoom

    Explore related jobs

    More jobs at Agile Defense

    Similar Incident Management jobs

    Jobs in Arlington

    Browse these categories

    Incident Management JobsIPad JobsITIL JobsMicrosoft Teams JobsServiceNow Jobs