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Technical Support - Helpdesk Support Specialist I

Agile Defense· Digital Transformation – Technical Support
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Redstone Arsenal, ALRegularPosted 4mo ago

About the role

Entry-level IT support role providing first-level helpdesk assistance, primarily on-site at Redstone Arsenal, with a focus on PC/server/hardware/software troubleshooting, user support, and knowledge base development.

Responsibilities

  • Under direct supervision, provide support to end-users for PC, server, or mainframe applications and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
  • Simulate or recreate user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems.
  • 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 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.
  • Diagnose the nature of the problem and walk the customer through the problem-solving steps. Under indirect supervision, performs analytical, technical, and administrative work in the planning and installation of new and existing PC systems.
  • Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization.
  • Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment.

Qualifications

  • Typically has completed high school, and has less than 2 years of experience, or equivalent relevant work experience; e.g., each year of work experience may be substituted for each year of education required.

Skills

Required:IT Service Management (ITSM) systemsCustomer service and communicationMicrosoft Active DirectoryPrint server and multifunction devices managementIssue escalation and troubleshootingCommunication via email/phone/remote toolsRemote Desktop and remote supportSecurity policy guidanceVirtual Desktop Infrastructure (VDI)Remote diagnostics on customer PCs
Nice to have:Mentoring junior technicians
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Agile Defense

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Agile Defense delivers advanced capabilities and solutions tailored to the most critical national security and civilian missions.

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