Help Desk Support Specialist

A3T’s Helpdesk Support Specialist is responsible for addressing problems, installing, configuring, 
troubleshooting, and providing maintenance and training in response to customer requirements or inquiries.

Duties and Responsibilities :

• Provide customer service and technical support by addressing problems, installing, configuring, troubleshooting, and providing maintenance and training in response to customer requirements or inquiries. (DoDD 8140.01) 
• Provide daily local help desk support for configuration and maintenance of forensic laboratory desktop computers VTC and audio-visual support.

Knowledge/Skills/Abilities :

• • Possess experience with Microsoft Windows 10 operating systems as provided by the DoD Secure Baseline Host-Army (SBH-A) desktop installation image.• Possess experience 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 of disaster recovery continuity of operations plans 
• Knowledge of 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 base capabilities in identifying the solutions to less common and more complex system problems 
• Experience in measures or indicators of system performance and availability 
• Knowledge of systems administration concepts 
• Knowledge of operations and processes for diagnosing common or recurring system problems 
• Knowledge of type and frequency of routine maintenance needed to keep equipment functioning properly 
• Possess experience in 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.
• Possess experience in conducting open-source research for troubleshooting novel client-level problems 
• Possess experience in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation 
• Possess experience in testing and configuring network workstations and peripherals 
• Knowledge of basic operation of computers 
• Possess experience in utilizing the appropriate tools for repairing software, hardware, and peripheral equipment of a system 
• Ability in supporting room and desktop video conferencing and desktop presentations in a classroom environment

Qualifications :

• Active Secret Clearance 
• Bachelor's Degree or equivalent or 3-5 years of general IT / IS experience.
• 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 8140.01 and Army Regulation 25-2. (Security +). For this position, CompTIA Security+ (or DoD‑approved equivalent) is a required foundational certification and must be maintained as a condition of employment.

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001, ISO 20000-1 & ISO 27001 Certified, 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 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.

A3T offers excellent benefits to enhance the work-life balance, including:

• 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)