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Desk Side Agent II
Adelphi, MD
Job Description
At Agile Defense we know that action defines the outcome and new challenges require new solutions. That's why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.
Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility-leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation's vital interests.
Job Title: Desk Side Agent II
Location: 2800 Powder Mill Rd Adelphi, Maryland 20783 (Hybrid)
Clearance Level: Active DoD - Secret
Required Certification(s):
DoD IAT Level II Certification.
SUMMARY
The U.S. Army Research Laboratory (ARL) of the U.S. Army Research Development and Engineering Command (RDECOM) is the Army's corporate laboratory. It's a diverse assortment of unique facilities and a dedicated workforce of government and private sector partners that make up the largest source of world-class integrated research and analysis in the U.S. Army. ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers. ARL's program consists of basic and applied research and survivability/lethality and human factors analysis.
As a Desk Side Agent, you will be a primary member of the Tier 2 Service Desk team responsible for the resolution of incidents and fulfillment of requests for the Adelphi Lab Center Service Desk.
JOB DUTIES AND RESPONSIBILITIES
The contractor shall provide Service Desk support to the Army Research Laboratory on a variety of issues:
Identify, research, and resolve technical issues for end users.
Assist with the installation and removal of software from end-user computing systems.
Respond to telephone calls, emails, and personnel requests for IT support; document, track and monitor problems to ensure timely resolutions.
Support creating, tracking, closing, updating, and resolving help desk trouble tickets.
Perform domain account administration and management.
Manage software collections in Microsoft Endpoint Configuration Management and Tanium Management Systems.
Endpoint management and configuration (Imaging, VPN, software installation request fulfillment and incident resolution, printer management)
Assist with the fulfillment of Hardware requests for End User Devices.
Assist with the tracking and inventory of assets.
All other duties as assigned by the Service Desk Site Lead in support of IT Support Operations.
QUALIFICATIONS
Required Certifications
DoD IAT Level II Certification.
Education, Background, and Years of Experience
2 to 5 Years of Experience working in an Enterprise IT Environment.
Bachelor's Degree in Computer Science, IT Management, or another related field.
Or a sufficient combination of Education, Certification or relevant experience.
ADDITIONAL SKILLS & QUALIFICATIONS
Required Skills
Active Directory User and Computer Management.
Basic Networking Skills.
Remote Desktop Administration.
Microsoft Office 365 and MS Teams.
Endpoint Imaging (Windows).
Preferred Skills
ServiceNow ITSM Platform.
WORKING CONDITIONS
Environmental Conditions
Contractor site Adelphi Lab Center, Hyattsville, MD site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment, with periodic walking or driving to other buildings on base and working with standard office equipment. The working environment is generally favorable. Lighting and temperature are adequate, with no hazardous or unpleasant conditions caused by noise, dust, etc.
Hybrid, once fully up to speed, schedule negotiated with functional manager.
Strength Demands
Medium - 50 lbs. Maximum lifting with frequent lift/carry up to 25 lbs.
Physical Requirements
Stand or Sit; Walk; Stoop, Kneel, Crouch, or Crawl; See
Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.
Happy - Be Infectious.
Happiness multiplies and creates a positive and
connected environment where motivation and
satisfaction have an outsized effect on
everything we do.
Helpful - Be Supportive.
Being helpful is the foundation of teamwork,
resulting in a supportive atmosphere where
collaboration flourishes, and collective success
is celebrated.
Honest - Be Trustworthy.
Honesty serves as our compass, ensuring
transparent communication and ethical
conduct, essential to who we are and the
complex domains we support.
Humble - Be Grounded.
Success is not achieved alone, humility ensures
a culture of mutual respect, encouraging open
communication, and a willingness to learn from
one another and take on any task.
Hungry - Be Eager.
Our hunger for excellence drives an insatiable
appetite for innovation and continuous
improvement, propelling us forward in the face
of new and unprecedented challenges.
Hustle - Be Driven.
Hustle is reflected in our relentless work ethic,
where we are each committed to going above
and beyond to advance the mission and
achieve success.
These Core Values are present in all our employees and our organization's aspects. Learn more about us and our culture by visiting us
COVID-19 Vaccination Requirements
Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor. As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR (c)
At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values.
Agile Defense, Inc. does not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
2 to 5 years
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