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Helpdesk Support III

Agile Defense· Digital Transformation – Technical Support
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Quantico, VA$80k - $90kRegularPosted 4d ago

About the role

On-site helpdesk role at Quantico supporting desktop, network, and JWICS-related issues for ~1,200 users with ITIL-aligned incident management.

Responsibilities

  • Provide local area network support for desktop-related issues, including software installation and service requests on both unclassified and classified networks.
  • Identify, research, and resolve technical problems related to user workstations, software, and associated equipment such as mobile phones.
  • Deliver Tier II support to end users for PC, server, or mainframe applications and hardware.
  • Support up to 100 global users of the JWICS system.
  • Monitor and respond to hardware, software, and network issues.
  • Provide support for and assist with Continuity of Operations Plans (COOP).
  • Develop and implement incident management processes, including problem recognition, research, isolation, resolution, and follow‑up, in alignment with ITIL v4 and ITSM guidelines.
  • Respond to service requests via Remedy, phone, email, and in-person technical support needs.
  • Document, track, and monitor issues to ensure timely resolution according to ITIL v4 and ITSM standards and required response times.
  • Collaborate with network services, software engineering, and application development teams to restore service and identify root causes of issues.
  • Recommend system modifications to reduce recurring user problems.
  • Coordinate with MCIA network services, software engineering, and application development teams to restore service and resolve core issues on JWICS.
  • Configure and support mobile devices, including iPhones and Samsung devices.

Qualifications

  • DoD 8570 Level II certification
  • 3 Years of Desktop Support Experience.
  • Experience with Windows 11 installation and troubleshooting.
  • Experience with imaging devices.
  • Must have an active Top Secret security clearance to start

Skills

Required:DoD 8570 Level IIWindows 11JWICSITIL v4 / ITSMRemedy / ticketing
Nice to have:Mobile device management
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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