Agile Defense

1 month ago

Help Desk Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Provide front-line IT support for unclassified and classified systems, manage incidents and service requests end-to-end, and coordinate with IT teams to resolve issues. Serve via phone, web, email, and in-person channels from a government-facing environment in Quantico, VA, ensuring timely resolution and comprehensive post-incident reporting.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide service desk support to all customer IT groups for both unclassified and classified services.
•Monitor and respond to support requests submitted through various channels—including phone, email, and the ticketing system—ensuring timely tracking, documentation, and resolution of incidents.
•Collaborate with IT team members to escalate complex technical issues and document, assess, track, and resolve incidents, problems, and service requests according to Incident and Problem Management processes.
•Coordinate with the Customer’s Representatives to resolve events, incidents and problems according to established processes (Event/Incident/Problem Management).
•Verify resolution with the customer before closing the ticket and provide a comprehensive Post-Incident Report detailing causes and corrective actions.

Key Requirements

•Minimum of 2 years of experience in a help desk or technical support role providing assistance and troubleshooting to end users.
•Demonstrated strong analytical and problem-solving abilities.
•Excellent verbal and written communication skills with non-technical users.
•Experience with Windows operating systems, Microsoft Office Suite, and Remedy ticketing system.
•IAM I (CAP, CND, Cloud+, GSLC, Security+ CE) certification (Education/Background)

Experience:2+ yearsITHelp DeskTechnical Support

Skills:CommunicationProblem-solvingCustomer serviceTechnical troubleshooting

Certifications:IAM I (CAP, CND, Cloud+, GSLC, Security+ CE)ITIL v4 (desired)

Languages:English

Tech Stack:WindowsRemedyMicrosoft Office

Eligibility

Security Clearance: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

Website

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Agile Defense

1 month ago

Help Desk Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide service desk support to all customer IT groups for both unclassified and classified services.
•Monitor and respond to support requests submitted through various channels—including phone, email, and the ticketing system—ensuring timely tracking, documentation, and resolution of incidents.
•Collaborate with IT team members to escalate complex technical issues and document, assess, track, and resolve incidents, problems, and service requests according to Incident and Problem Management processes.
•Coordinate with the Customer’s Representatives to resolve events, incidents and problems according to established processes (Event/Incident/Problem Management).
•Verify resolution with the customer before closing the ticket and provide a comprehensive Post-Incident Report detailing causes and corrective actions.

Key Requirements

•Minimum of 2 years of experience in a help desk or technical support role providing assistance and troubleshooting to end users.
•Demonstrated strong analytical and problem-solving abilities.
•Excellent verbal and written communication skills with non-technical users.
•Experience with Windows operating systems, Microsoft Office Suite, and Remedy ticketing system.
•IAM I (CAP, CND, Cloud+, GSLC, Security+ CE) certification (Education/Background)

Experience:2+ yearsITHelp DeskTechnical Support

Skills:CommunicationProblem-solvingCustomer serviceTechnical troubleshooting

Certifications:IAM I (CAP, CND, Cloud+, GSLC, Security+ CE)ITIL v4 (desired)

Languages:English

Tech Stack:WindowsRemedyMicrosoft Office

Eligibility

Security Clearance:Secret

Company Brief

Agile Defense

Industry: Cybersecurity

Website