Helpdesk Support Specialist I

Agile Defense
Huntsville
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsEducation: associatesSkills: ["Customer service","Communication","Troubleshooting","Diagnostic problem-solving","Security policy adherence"]

Provide on-site helpdesk support for end users, troubleshooting PC, server, and mainframe hardware/software issues under supervision. Diagnose problems, run diagnostics, recreate user issues, and recommend system modifications or software packages to reduce recurring incidents. Support users via email/phone and collaboration tools, including remote desktop and VDI-related diagnostics, while maintaining clear customer communication and adhering to organizational security policies and procedures.

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FursaFursa
Agile Defense
Agile Defense
1 day ago

Helpdesk Support Specialist I

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Last checked: 8 hours agoStatus: Live

Job Summary

Provide on-site helpdesk support for end users, troubleshooting PC, server, and mainframe hardware/software issues under supervision. Diagnose problems, run diagnostics, recreate user issues, and recommend system modifications or software packages to reduce recurring incidents. Support users via email/phone and collaboration tools, including remote desktop and VDI-related diagnostics, while maintaining clear customer communication and adhering to organizational security policies and procedures.
Location: Huntsville
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Under direct supervision, provide end-user support for PC, server, or mainframe applications and hardware.
  • •Diagnose and resolve computer hardware and software issues, including simulating/recreating user problems and running automatic diagnostics.
  • •Respond to customer inquiries by telephone, email, and collaboration tools, walking users through resolution steps.
  • •Oversee daily performance of computer systems and evaluate usefulness of installed software; recommend and install new/alternate software packages.
  • •Under indirect supervision, perform analytical/technical/admin work for planning and installation of new and existing PC systems, and collaborate on guides, instructions, fixes, and knowledge base articles.

Key Requirements

  • •Must have an active Secret clearance to start and possess an active DoD 8570.01-M / DoD 8140 IAT Level II baseline certification (e.g., CompTIA Security+, CCNA Security, CySA+, GSEC, or SSCP) at time of hire.
  • •At least 1 year of experience in IT Service Management (ITSM) using ServiceNow, Remedy, or similar systems.
  • •1-2 years experience preferred or an Associate Degree in Computer Science or related technologies (previous internship is a plus).
  • •Proficient in Microsoft Active Directory (account creation, modification, and account management).
  • •Proficient in Remote Desktop support and remote control for customer computer diagnostics, including Remote/VDI-related support (Virtual Desktop Infrastructure).
Experience:1-2 yearsIT supportITSMService desk
Education:Associate's in Computer Science or related technologies
Skills:Customer serviceCommunicationTroubleshootingDiagnostic problem-solvingSecurity policy adherence
Certifications:IAT IIDoD 8570.01-MDoD 8140 IAT Level II baseline (e.g., CompTIA Security+, CCNA Security, CySA+, GSEC, or SSCP)
Tech Stack:Microsoft Active DirectoryServiceNowRemedyRemote DesktopRemote controlVDI (Virtual Desktop Infrastructure)Print server administrationMultifunction devicesCompTIA Security+CCNA SecurityCySA+GSECSSCP

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
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