Helpdesk Support - Intermediate

Employment Type

: Full-Time


: Miscellaneous

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Job Description

The Helpdesk Specialist addresses problems, installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries.

Duties & Responsibilities:

  • Knowledge of Microsoft Windows 7 and Windows 10 operating systems as provided by the DoD Secure Baseline Host-Army (SBH-A) desktop installation image.
  • Knowledge of basic physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage)
  • Knowledge of database procedures used for documenting and querying reported incidents
  • Knowledge and execution disaster recovery continuity of operations plans electronic devices (e.g., computer systems/components, access control devices, digital cameras, electronic organizers, hard drives, memory cards, modems, network components, printers, removable storage devices, scanners, telephones, copiers).
  • Knowledge of knowledge base capabilities in identifying the solutions to less common and more complex system problems
  • Knowledge of measures or indicators of system performance and availability
  • Knowledge of systems administration concepts
  • Experience with the operations and processes for diagnosing common or recurring system problems
  • Knowledge of the type and frequency of routine maintenance needed to keep equipment functioning properly
  • Knowledge of workflow automation as it relates to SharePoint Content Management
  • Skill capturing corrective actions in the form of “lessons learned” and submitting documentation required to support Configuration Management (CM).
  • Skill simulating or recreating end-user problems with voice, file & print services, desktop & room-based video-teleconferencing, and/or baseline or non-baseline applications to help determine problem root causes.
  • Skill in conducting open source research for troubleshooting novel client-level problems
  • Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation
  • Skill in testing and configuring network workstations and peripherals
  • Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system
  • Skill in SharePoint services; assisting users with setting up sites and content management
  • Skill in creating business workflows in support of SharePoint Administration


  • Active Secret Clearance
  • Bachelor's Degree or equivalent and 3-5 years of general IT / IS experience. (Six (6) years of general experience is considered equivalent to a Bachelor's Degree. With a Master's Degree, three (3) years of general experience is acceptable. With a PhD, 1 year of general experience is required.)
  • Must possess and maintain a current DoD approved Information Assurance (IA) baseline security certification as well as current commercial Computing Environment (CE) certifications for the operating system(s) and/or security related tools/devices they support IAW DoDD 8570.01M, DoDD 8140.01, and Army Regulation 25-2. (Security +)

Additional Information

Agil3 Technology Solutions LLC ('A3T') is a Northern Virginia based, ISO 9001:2015, ISO 20000.1:2011 & ISO 27001:2013 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business established in 2012.  A3T is experiencing industry leading recognition and growth.  In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Washington Technology Fast 50  (ranking #9 in 2019), Inc. Magazine as one of the fastest growing companies in the country, 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 a YOU to join one of the Best industry-leading and fastest-growing companies…A3T! 

A3T offers excellent benefits to enhance the work-life balance, these include the following

  • 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 Reimbursement

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