IT/Helpdesk Support Specialist I

The IT/Helpdesk Support Specialist I at Agile Defense is primarily responsible for supporting all aspects of the USARCENT Service Desk operations. This includes receiving trouble requests via walk-ups, calls, or emails, entering those requests into a tracking system, and providing technical support for Microsoft Operating systems. The role also involves configuring various hardware and software components, training end users, and performing duties as a Trusted Agent for issuing SIPRNET PKI Tokens.

Agile Defense requires candidates for the IT/Helpdesk Support Specialist I to possess either CompTIA A+, CompTIA Network+, or CompTIA Security+ certifications. Additionally, candidates should have 0-3 years of help desk experience and any knowledge of Active Directory is considered a plus. This foundational knowledge ensures our team can provide the best support possible.

Success as an IT/Helpdesk Support Specialist I at Agile Defense relies heavily on strong troubleshooting skills for Microsoft Operating systems, excellent communication abilities, and a customer-friendly approach. Familiarity with configuring workstations and diverse hardware setups, along with a proactive attitude in providing user training and support, will greatly enhance performance in this role.

The work environment for the IT/Helpdesk Support Specialist I at Agile Defense is primarily indoors and sedentary, with modest physical demands such as occasional lifting of up to 10 lbs. You’ll spend your day collaborating with team members and assisting various users, which contributes to a dynamic and supportive atmosphere focused on achieving shared mission goals.

Agile Defense fosters a vibrant culture built on the 6Hs—Happy, Helpful, Honest, Humble, Hungry, and Hustle. As an IT/Helpdesk Support Specialist I, you’ll become part of a family-oriented environment where teamwork and a passion for excellence drive daily operations. Together, we celebrate each other's successes and continuously strive to innovate and improve.

To troubleshoot a user’s computer issue, I would begin by asking specific questions to identify the problem accurately. Using a systematic approach, I would assess both hardware and software conditions, replicate the issue if possible, and consult the trouble ticket tracking system for any similar previous cases. Collaboration with team members could also provide insights into complex problems, ensuring comprehensive support.

In handling multiple support requests, prioritization is key. I would assess the urgency and impact of each request, focusing on high-priority issues that affect productivity. I would also keep clear communication with users about expected wait times and progress. Utilizing the tracking system efficiently allows me to manage my workload without missing any requests.

In a previous role, I received a call from a frustrated user experiencing a critical software issue. I listened actively to their concerns, reassured them, and walked them through a step-by-step resolution process. By remaining calm and clear, I ensured they felt supported, which not only resolved their issue but also enhanced their trust in our service.

Effective troubleshooting methods for Microsoft Operating systems involve a structured process: checking event logs, running system diagnostics, and utilizing built-in troubleshooting tools. I often rely on community forums and documentation for specific error codes, and I keep a checklist to ensure I address common issues systematically.

I stay updated with the latest IT support trends by actively participating in online forums, subscribing to technology newsletters, attending webinars, and pursuing additional certifications. Engaging with peers in professional networks also helps in exchanging knowledge and experiences, keeping my skills relevant in an ever-evolving field.

I have hands-on experience with setting up various hardware, including printers and docking stations. My process typically involves unboxing, ensuring compatibility with the existing systems, following the setup guides meticulously, and testing the equipment to confirm proper functionality. I also educate users on how to use these devices effectively.

A Trusted Agent plays a crucial role in ensuring secure operations by responsibly issuing SIPRNET PKI Tokens. This involves verifying user identities, recording transactions accurately, and maintaining confidentiality of sensitive information. I recognize the gravity of this role and the importance of building trust with users to maintain security.

I prioritize training for end-users at Agile Defense by first assessing their specific needs and the technologies they utilize. Establishing a user-friendly approach to training, I focus on creating easy-to-understand materials while also being available for one-on-one sessions. Adaptability in my approach ensures users are comfortable and confident.

My approach to documenting help desk support procedures involves creating clear, concise, and easily accessible guides that can be referred to by team members and users. I emphasize thoroughness in documentation, including troubleshooting steps, common issues, and solutions to streamline future support requests and improve team efficiency.

I am drawn to work as an IT/Helpdesk Support Specialist I at Agile Defense because of the company’s commitment to innovation and its core values that resonate with my own. Being part of a team that prioritizes national security and teamwork excites me, and I believe my skills and passion for technology will contribute positively to your mission.