Help Desk Spec II (H)

Agile Defense - Huntsville, AL

Full-time - Mid Level

Huntsville, AL

Professional, Scientific, and Technical Services

About the position

The Help Desk Spec II (H) at Agile Defense is responsible for providing comprehensive IT support services to ensure the smooth operation of computer systems and applications. This role involves troubleshooting software and hardware issues, assisting end-users, and collaborating with team members to enhance IT service delivery. The position requires a proactive approach to problem-solving and a commitment to customer service excellence.

Responsibilities

• Provide support to end-users for PC, server, or mainframe applications and hardware.
• Simulate or recreate user problems to resolve operating difficulties.
• Respond to inquiries from computer users and run automatic diagnostics programs to resolve problems.
• Diagnose and resolve computer hardware and software issues.
• Move, place, install, modify, and clean computer hardware and software.
• Write training manuals when commercially unavailable, and train computer users in how to use new computer hardware and software.
• Oversee the daily performance of user computer systems and evaluate the usefulness of installed software programs.
• Make recommendations on obtaining and installing new and alternate software packages.
• Respond to telephone calls and e-mail messages from customers with computer/software problems.
• Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization.

Requirements

• DoD IAT Level II Certification
• Bachelor's or Associate degree with 5 years of experience
• Proficient in IT Service Management (ITSM) systems such as ServiceNow or Remedy
• Excellent customer service and communication skills
• Proficient in Microsoft Active Directory
• Knowledge of Change Management
• Proficient in software installation, configuration, and troubleshooting
• Ability to mentor and assist junior technicians
• Proficient in Remote Desktop support and remote control of customer computers
• Experience with Virtual Desktop Infrastructure (VDI)

Nice-to-haves

• Experience with print server administration and managing/supporting multifunction devices
• Ability to communicate with customers over email, phone, and other collaboration tools

Benefits

• Competitive salary
• Opportunities for professional development
• Supportive work environment
• Flexible work arrangements