Technical Support - Helpdesk Support Specialist I

Agile Defense
Huntsville
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Customer service","Communication","Mentoring","Problem-solving"]

Provide first-level helpdesk support to end users for PC, server, and mainframe applications and hardware. Diagnose common technical issues using ITSM tools, run diagnostics, and troubleshoot hardware and software problems while escalating complex cases. Assist with remote support, installation/configuration, account administration in Active Directory, and VDI environment support. Create knowledge base articles and user guides, train users on new systems, and maintain call logs for resolution tracking.

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FursaFursa
Agile Defense
Agile Defense
3 months ago

Technical Support - Helpdesk Support Specialist I

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Provide first-level helpdesk support to end users for PC, server, and mainframe applications and hardware. Diagnose common technical issues using ITSM tools, run diagnostics, and troubleshoot hardware and software problems while escalating complex cases. Assist with remote support, installation/configuration, account administration in Active Directory, and VDI environment support. Create knowledge base articles and user guides, train users on new systems, and maintain call logs for resolution tracking.
Location: Huntsville
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide first-level support to end users via phone and in person for PC, server, and mainframe applications and hardware.
  • •Diagnose issues using basic diagnostic techniques and automatic diagnostic programs; recommend solutions for common failures.
  • •Simulate/recreate user problems, run diagnostics, and troubleshoot computer hardware and software to restore service.
  • •Respond to customer inquiries by phone and email; walk users through resolution steps and determine when escalation is needed.
  • •Maintain call logs, create guides/knowledge base articles, train users on new hardware/software, and provide technical assistance for IT equipment.

Key Requirements

  • •Less than 2 years of experience (or equivalent relevant work experience) and completion of high school.
  • •Proficient in IT Service Management (ITSM) systems such as ServiceNow or Remedy.
  • •Proficient in Microsoft Active Directory (account creation, modification, and management).
  • •Ability to diagnose and resolve computer hardware and software issues, including installation/configuration/troubleshooting.
  • •DoD IAT Level II Certification - Security+CE (required).
Experience:IT supportHelpdesk
Education:High School
Skills:Customer serviceCommunicationMentoringProblem-solving
Certifications:DoD IAT Level II Certification - Security+CE
Tech Stack:ServiceNowRemedyMicrosoft Active DirectoryRemote DesktopRemote controlVirtual Desktop Infrastructure (VDI)Print server administration

Eligibility

Security Clearance:SecretInterim Secret

Company Brief

Agile Defense
Provides cybersecurity services including managed detection and response, incident response, vulnerability assessments, and security operations to help organizations detect, respond to, and remediate cyber threats while meeting regulatory and compliance requirements.
Industry: Cybersecurity
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