Agil3 Technology Solutions (A3T)
Help Desk (Senior) - Arlington, VA
Agil3 Technology Solutions (A3T), Arlington, Virginia, United States, 22201
As the
Helpdesk Support (Senior) (NCR) , you will act as a model of customer service excellence to all organizational staff members. You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementing key IT initiatives anticipated during this effort. Although this position resides in the NCR, there may be a requirement to travel to Naval Station Guantanamo Bay (NSGB) occasionally.
Highlights of Responsibilities
Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during business hours.
Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization.
Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation.
Provide O&M support for desktop, laptop, and mobile information systems across all security domains. Maintain and manage SAP system devices and their secure holding devices for this location.
Image information systems using the government-provided operating system image.
Participate in the planning and implementation of all initiatives for improving IT systems and domains. Serve as subject‑matter expert for all TJ/OCA operations, processes and IT device requirements for the J6 and the IT Team.
Provide onboarding and provisioning support of new accounts and IT devices; and access removal and materiel return for users departing the organization.
Submit tickets for all reported incidents, work orders, and service requests. Assist end users with ticket submission and resolution as assigned or accountable.
As required, provide surge support to NSGB for users participating in court hearings, trial activities, and other events.
Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
Facilitate mapping and troubleshooting user access to shared network resources.
Support computer peripheral device requests, installation, and troubleshooting in accordance with established policies and procedures.
Support software requests, installation, and troubleshooting in accordance with established policies and procedures.
Support mobile device requests, issuance, accountability, troubleshooting, and retrieval in accordance with government‑approved processes.
Provide PKI Trusted Agent (TA) support; including submitting new token requests, retrieving, issuing tokens, and collection/turn‑in of returned/expired tokens in accordance with established policies and procedures.
Provide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting.
Submit port activation requests, connectivity, and trouble ticket submission.
Troubleshoot all information system hardware line replaceable units (LRU).
Provide maintenance and support for local/networked printers, scanners, digital senders, and other multifunction devices.
Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets. Transportation, delivery, and setup of IT assets throughout NSGB and the NCR will require the contractor to use Government vehicles and to sign an indemnity agreement.
As requested, provide desk‑side training to the end user for standard software and equipment issues. Desk‑side training includes but is not limited to software and equipment demonstration, tri‑fold brochures and quick–start guides, and demonstration of links to online and web‑based IT training.
Utilize Government‑approved tools to accurately report, document, administer, and resolve customer issues.
Government‑Provided Tools
Service Now (SNOW) for ticket submission, tracking, and routing.
Microsoft SharePoint as a knowledge‑management repository for SOPs.
Additional Responsibilities
Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills to enhance the quality of support delivered.
Utilize ITIL best practices to enhance and optimize the services provided to end users.
Use the enterprise knowledge base and knowledge‑management systems (SharePoint).
Coordinate with support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods.
Resolve customer issues effectively or elevate them to appropriate support tiers.
Work with management in assessing staff performance reviews and changes.
Assist in the professional and technical development of the team.
Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
Requirements
Shall possess a TOP SECRET with SCI Eligible security clearance.
Strong customer service orientation.
Proven analytical and problem‑solving abilities.
Ability to effectively prioritize and execute tasks in a high‑pressure environment.
Good written, oral, and interpersonal communication skills.
Ability to conduct research into PC and software issues and products as required.
Ability to present ideas in business‑friendly and user‑friendly language.
Highly self‑motivated and directed.
Keen attention to detail.
Team‑oriented and skilled in working within a collaborative environment.
Education and Experience
Bachelor's in engineering, Computer Science, or other related fields.
Bachelor’s with 6‑8 years of experience, or a Master’s with 4‑6 years of experience.
Required Certifications
DoD8570.01M IAT Level II (one of the following):
CCNA Security
CySA+
GICSP
GSEC
SSCP
CND
Security + CE
DoD8570.01M IAT Level III (one of the following):
CASP+ CE
CCNP Security
CISA
CISSP (or Associate)
GCED
GCIH
CCSP
VCP (VMware Certified Professional – Data Center Virtualization or End‑User Computing)
Preferred Certification
HDI, A+, ITIL, MCSA/MCSE or related certifications relevant to this position’s roles/responsibilities.
Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia‑based, ISO 9001:2018, ISO 20000 & ISO 27001 certified, 8a, Women‑Owned (WOSB) and Service‑disabled Veteran‑Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for the last 4 years!), A3T is experiencing industry‑leading recognition and growth. In addition to the CEO’s recognition as an “All‑Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest‑growing companies in the country, by Vet 50 as Fastest‑Growing Veteran‑Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go‑to Women‑Owned Cybersecurity company in US and internationally.” As part of our growth, we are looking for YOU to join our growing team.
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short‑Term & Long‑Term Disability
401k Retirement Savings Plan with Company Match
Paid Holidays
Paid Time Off (PTO)
Tuition and Professional Development Assistance
Parking/Travel Reimbursement (metropolitan areas)
Do you have an active TOP SECRET w/ SCI Eligible security clearance?*
Invitation for Job Applicants to Self‑Identify as a U.S. Veteran
A “disabled veteran” is one of the following:
a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
a person who was discharged or released from active duty because of a service‑connected disability.
A “recently separated veteran” means any veteran during the three‑year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service.
An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER
I consent to be contacted over SMS/Text for this job. By providing your phone number you agree to receive informational/marketing text messages from Agil3 Technology Solutions (A3T). Messages frequency will vary. Msg & data rates may apply. Reply HELP for help or STOP to cancel.
#J-18808-Ljbffr
Helpdesk Support (Senior) (NCR) , you will act as a model of customer service excellence to all organizational staff members. You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementing key IT initiatives anticipated during this effort. Although this position resides in the NCR, there may be a requirement to travel to Naval Station Guantanamo Bay (NSGB) occasionally.
Highlights of Responsibilities
Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during business hours.
Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization.
Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation.
Provide O&M support for desktop, laptop, and mobile information systems across all security domains. Maintain and manage SAP system devices and their secure holding devices for this location.
Image information systems using the government-provided operating system image.
Participate in the planning and implementation of all initiatives for improving IT systems and domains. Serve as subject‑matter expert for all TJ/OCA operations, processes and IT device requirements for the J6 and the IT Team.
Provide onboarding and provisioning support of new accounts and IT devices; and access removal and materiel return for users departing the organization.
Submit tickets for all reported incidents, work orders, and service requests. Assist end users with ticket submission and resolution as assigned or accountable.
As required, provide surge support to NSGB for users participating in court hearings, trial activities, and other events.
Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
Facilitate mapping and troubleshooting user access to shared network resources.
Support computer peripheral device requests, installation, and troubleshooting in accordance with established policies and procedures.
Support software requests, installation, and troubleshooting in accordance with established policies and procedures.
Support mobile device requests, issuance, accountability, troubleshooting, and retrieval in accordance with government‑approved processes.
Provide PKI Trusted Agent (TA) support; including submitting new token requests, retrieving, issuing tokens, and collection/turn‑in of returned/expired tokens in accordance with established policies and procedures.
Provide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting.
Submit port activation requests, connectivity, and trouble ticket submission.
Troubleshoot all information system hardware line replaceable units (LRU).
Provide maintenance and support for local/networked printers, scanners, digital senders, and other multifunction devices.
Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets. Transportation, delivery, and setup of IT assets throughout NSGB and the NCR will require the contractor to use Government vehicles and to sign an indemnity agreement.
As requested, provide desk‑side training to the end user for standard software and equipment issues. Desk‑side training includes but is not limited to software and equipment demonstration, tri‑fold brochures and quick–start guides, and demonstration of links to online and web‑based IT training.
Utilize Government‑approved tools to accurately report, document, administer, and resolve customer issues.
Government‑Provided Tools
Service Now (SNOW) for ticket submission, tracking, and routing.
Microsoft SharePoint as a knowledge‑management repository for SOPs.
Additional Responsibilities
Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills to enhance the quality of support delivered.
Utilize ITIL best practices to enhance and optimize the services provided to end users.
Use the enterprise knowledge base and knowledge‑management systems (SharePoint).
Coordinate with support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods.
Resolve customer issues effectively or elevate them to appropriate support tiers.
Work with management in assessing staff performance reviews and changes.
Assist in the professional and technical development of the team.
Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
Requirements
Shall possess a TOP SECRET with SCI Eligible security clearance.
Strong customer service orientation.
Proven analytical and problem‑solving abilities.
Ability to effectively prioritize and execute tasks in a high‑pressure environment.
Good written, oral, and interpersonal communication skills.
Ability to conduct research into PC and software issues and products as required.
Ability to present ideas in business‑friendly and user‑friendly language.
Highly self‑motivated and directed.
Keen attention to detail.
Team‑oriented and skilled in working within a collaborative environment.
Education and Experience
Bachelor's in engineering, Computer Science, or other related fields.
Bachelor’s with 6‑8 years of experience, or a Master’s with 4‑6 years of experience.
Required Certifications
DoD8570.01M IAT Level II (one of the following):
CCNA Security
CySA+
GICSP
GSEC
SSCP
CND
Security + CE
DoD8570.01M IAT Level III (one of the following):
CASP+ CE
CCNP Security
CISA
CISSP (or Associate)
GCED
GCIH
CCSP
VCP (VMware Certified Professional – Data Center Virtualization or End‑User Computing)
Preferred Certification
HDI, A+, ITIL, MCSA/MCSE or related certifications relevant to this position’s roles/responsibilities.
Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia‑based, ISO 9001:2018, ISO 20000 & ISO 27001 certified, 8a, Women‑Owned (WOSB) and Service‑disabled Veteran‑Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for the last 4 years!), A3T is experiencing industry‑leading recognition and growth. In addition to the CEO’s recognition as an “All‑Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest‑growing companies in the country, by Vet 50 as Fastest‑Growing Veteran‑Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go‑to Women‑Owned Cybersecurity company in US and internationally.” As part of our growth, we are looking for YOU to join our growing team.
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short‑Term & Long‑Term Disability
401k Retirement Savings Plan with Company Match
Paid Holidays
Paid Time Off (PTO)
Tuition and Professional Development Assistance
Parking/Travel Reimbursement (metropolitan areas)
Do you have an active TOP SECRET w/ SCI Eligible security clearance?*
Invitation for Job Applicants to Self‑Identify as a U.S. Veteran
A “disabled veteran” is one of the following:
a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
a person who was discharged or released from active duty because of a service‑connected disability.
A “recently separated veteran” means any veteran during the three‑year period beginning on the date of such veteran’s discharge or release from active duty in the U.S. military, ground, naval, or air service.
An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER
I consent to be contacted over SMS/Text for this job. By providing your phone number you agree to receive informational/marketing text messages from Agil3 Technology Solutions (A3T). Messages frequency will vary. Msg & data rates may apply. Reply HELP for help or STOP to cancel.
#J-18808-Ljbffr