IT Service Desk Specialist - Level II

About Agile Care Enterprises

Agile Care Enterprises (Agile Care) is a missiondriven cybersecurityforward solutions firm operating across federal and commercial sectors. Our dual B2B and B2G model empowers clients through digital innovation strategic consulting and workforce development. We are guided by our values of adaptability integrity and serviceand our vision is simple:We Thrive. You Thrive.

Position Overview

This position requires active SECRET security clearance.

Agile Care Enterprises is seeking a IT Help Desk Analyst II to support the WRNMMC IT Department who will provide assistance to users through multiple channels (telephone online tickets inperson and appointments) to resolve any technical issues that may arise log track resolve and report support tickets in help desk solutions systems such as LANDesk Service Desk Remedy and/or ServiceNow and integrate Help Desk support services with existing DHA enterprise help desk capabilities.

Job Responsibilities:

• Answers question analyzes problems and provides technical assistance support and advice to end users for hardware software and systems through phone email or chat.
• Resolves computer software and hardware problems for users.
• Acts as a contact for users having problems using computer software hardware and operating systems.
• Acts as the escalation path to resolve moderate to highly complex technical issues.
• Specializes in certain aspects of technologies to assist the customer base.
• Provides support for call overflow during peak time or reduced staff during peak hours.
• Serves as the first contact with customers who need technical assistance throughout WRNMMC.
• Performs troubleshooting PCs Laptops Printers and other devices using different diagnostic techniques.
• Provide quick resolution and excellent customer service per the establish SLAs Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support.
• Utilizes ServiceNow to manage ticket counts and respond to users.
• Maintains SOPs and service catalog on installation of software configuration of hardware and problem troubleshooting Establishing a timeline and protocol for hardertosolve problems.
• Obtains feedback and suggestions for workspace development.
• Establishes timelines and protocols for hardertosolve problems.
• May be asked to staff the help desk or go to customer locations throughout the facility to unblock CACS and other duties as assigned.
• Responsible for maintaining an accurate and complete Government asset inventory.
• Ensures compliance with command training and other employment requirements in accordance with all established policies procedures and guidelines used in the MTF.
• Completes orientation and competency verification programs in accordance with departmental guidelines.
• Will report to the Team Lead(s) and Branch Chief. Will take direction from team leads as required in maintaining a safe environment for the staff and patient(s).
• When assigned will serve and participate in functions and other meetings. Provide relevant and timely information and assist with decisionmaking and process improvement.
• Participate in the orientation training and evaluation of duty performance of newly assigned personnel as appropriate.
• Promote patient and staff safety through adherence to accepted safety and infection control standards.
• Maintain a clean safe orderly working environment.
• Once provided with handson experience demonstrate working knowledge and use ofcomputerized systems including Service Now DMHRSi and any clinical or business systems asneeded.
• Perform other duties as assigned to include temporary assignment to other work units as needed.

• Security Certification and maintaining required as in compliance with the DOD
• Microsoft Operating System Windows 10 required as in compliance with the DOD
• Minimum 2 years experience in providing help desk support of networks web applications software and hardware in a Windows environment
• Must have the ability to interact and work with a diverse customer base
• Must have the ability to communicate verbally in person and over the phone
• Call Center experience in an Enterprise environment a plus
• Supervisory experience is a plus
• Must have experience in three or more of the following areas:
  • 2 years experience as a PC technician
  • 2 years experience in Microsoft Operating Systems Windows 7 and Microsoft Office applications
  • 2 years experience managing and supporting peripheral devices such as printers scanners video cards and other plug and play devices.
  • 2 years experience of basic networking essentials cabling and wireless networks
  • 2 years experience remote access technologies (i.e. VMware VPN)
  • 2 years experience with security systems such as AntiVirus WSUS Retina and HBSS
  • 2 years experience with remote support applications such as Dame Ware Juniper or SCCM

Required Qualifications:

• Must be a US Citizen
• Must have Active Secret Clearance
• Must have CompTIA Security

NOTE: The work shall be performed in office and field environments.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Why Join Agile Care

At Agile Care youre not just supporting leadersyoure building alongside them. We believe in investing in talent and offering pathways to leadership for those who lead with care clarity and reliability. Youll be part of a team that values agility excellence and meaningful contribution to both business and community.

Agile Care is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers including individuals with disabilities. If you believe you need a reasonable accommodation to search for a job opening or to apply please contact for assistance.

Agile Care offers a comprehensive benefits package including medical dental vision life 401K wellness program PTO and paid Federal holidays.

By applying for a role at Agile Care you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging respond STOP.

All positions at Agile Care Enterprises are subject to background investigations. Employment is contingent upon successful completion of a background investigation including criminal history and identity verification.

Pay range for this position is used as a guideline only and is not a guarantee of compensation. Additional factors will be considered including but not limited to level of skills knowledge and experience.

EQUAL EMPLOYMENT OPPORTUNITY

To provide equal employment and advancement opportunities to all individuals employment decisions will be based on merit qualifications and abilities. Agile Care does not discriminate against any person because of race color creed religion sex sexual orientation gender identity protected veteran status national origin disability age genetic information or any other characteristic protected by law (referred to as protected status). This nondiscrimination policy extends to all terms conditions and privileges of employment as well as the use of all company facilities participation in all companysponsored activities and all employment actions such as promotions compensation benefits and termination of employment. Agile Care is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers including individuals with disabilities. If you believe you need reasonable accommodation to search for a job opening or to apply please contact for assistance.

All your information will be kept confidential according to EEO guidelines.

By applying for a role at Agile Care you are providing consent to receive text messages regarding your application and employment status. If at any time you would like to opt out of text messaging respond STOP.

PLEASE BE ADVISED THAT WE DO NOT ACCEPT SOLICITATIONS FROM STAFFING AGENCIES