Job Title: Help Desk Analyst II

Requisition #:HELPD02104
Job Title:Help Desk Analyst II
Location: Quantico, VA
Clearance Level: Active DoD - Secret
Required Certification(s):IAM I (CAP, GSLC, Security+CE)
Shift Schedule: 0200 -1000, Mon-Fri
**Selected applicantsmay be subject to a government security investigation and must meet eligibility requirements for access to classified information. **
SUMMARY:
The Help Desk Technician provides support for the handling of incidents, problems, and requests with users and IT groups for unclassified and classified equipment. Candidate will be required to provide help desk support via multiple means such as single toll-free number and single Web interface to assist in the management of the life cycle of incidents, problems, and service requests including fulfillment, verification, and closure.
DUTIES:
Provide Service Desk services to all customer IT groups for unclassified and classified services.Monitor ticket submission and tracking through multiple means such as single number and single Web interface.Perform start to finish event management, including monitor Event Consoles for Events that require action, initiating Incidents and RFCs as required. Analyze Event records to detect trends, Document, assess, track, resolve, and fulfill Service Desk incidents, problems, events, and requests in accordance with the documented Incident Management and Problem Management processes.Coordinate with the Customer’s Representatives to resolve events, incidents and problems in accordance with the Event Management, Incident Management and Problem Management processes such as anomalies that affect more than one user.Coordinate with the Client to resolve Network events, incidents and problems to include Install Move, Add, and Changes services for the customer; and to resolve Network connectivity anomalies.Recommend enhancements to the Event Management, Incident Management, and Problem Management Standard Operating Procedures.Operate the on-line status system to initiate, query, track, update, and display Information, (such as aging and backlog) pertaining to incidents, problems, and service requests.Track the resolution of Client incident tickets as required.Verify resolution with the customer prior to resolving the ticket.Provide the USMC TPOC with a Post-Incident Report (CDRL A00J) regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for outage of service.Recommend and implement a customized priority process for service requests from deployed forces within the existing ticketing system.Generate, post, and retain historical information for weekly and monthly Service Desk performance measurements on a Government designated website and report this information as part of the Weekly and Monthly In-Progress Review.Process, manage, and execute classified and unclassified service requests.Qualifications


Education and Certifications:

IAM I (CAP, GSLC, Security+CE)ITILv3 (desired)Background Needed and Years of Experience:
3yrs of experience
Experience with Remedy Ticketing system

WORKING CONDITIONS:
Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
Strength Demands: Sedentary – 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Physical Requirements:
Stand or SitWalkRepetitive MotionUse Hands / Fingers to Handle or FeelStoop, Kneel, Crouch, or CrawlTalk or HearSeePush or PullClimb (stairs, ladders) or Balance (ascend / descend, work atop, traverse)
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About Us!
Agile Defense is an Information Technology Solutions provider committed to partnering with our customers to deliver the highest level of service to our customers. We provided Information Technology (IT) services to the U.S. Government, including several United States Civil agencies and various branches within the U.S. Department of Defense.
Agile Defense has established a solid reputation of partnering with our customers to deliver innovative IT solutions with our “Listen. Think. Innovate.” philosophy.
At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values.
Agile Defense, Inc. does not discriminate in practices or employment opportunities on the basis of an individual\u0027s race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other proscribed category set forth in federal or state regulations.