IT/Helpdesk Support Specialist I

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 936

Job Title: IT/Helpdesk Support Specialist I | Non Exempt

Job Title for Careers Page: Operations Support

Location: 2138 Cushing St Fort Huachuca, Arizona 85613

Clearance Level: Active DoD - Secret

Required Certification(s):

· Comptia A+

SUMMARY

The US Army Global Cyber Center (GCC) under Operational and Administrative Control (OPCON/ADCON) to Network Enterprise Technology Command (NETCOM) is responsible to secure, operate, and maintain the Army’s Non-classified Internet Protocol Network (NIPRNet) and Secure Internet Protocol Router Network (SIPRNet) of the DODIN for both CONUS and OCONUS theaters.

A Help Desk Manager on a government IT contract oversees the delivery of technical support services to end users, ensuring compliance with contractual requirements, federal standards, and agency-specific service level agreements (SLAs). Duties generally include both operational leadership and strategic planning.

JOB DUTIES AND RESPONSIBILITIES

· As a Help Desk Manager supporting a government information technology contract, you will oversee the daily operations of the IT service desk to ensure the timely and effective resolution of technical issues in accordance with federal requirements and contractual service level agreements (SLAs). You will manage a team of support technicians across multiple tiers (Tier I and II), assigning tasks, monitoring performance, and ensuring adequate staffing coverage to meet mission-critical needs. This role requires regular coordination with government stakeholders, acting as the primary point of contact for incident escalation, service performance reporting, and operational updates. You will maintain compliance with federal IT security standards such as FISMA and NIST 800-53, ensuring all support activities align with established cybersecurity and data protection policies. The Help Desk Manager will lead efforts to improve service delivery by implementing ITIL-aligned best practices, analyzing performance metrics, and guiding root cause analysis for recurring incidents. Additionally, you will support audit readiness, oversee documentation and knowledge management, and collaborate closely with cybersecurity and network operations teams to ensure effective response to security incidents. Proficiency with tools such as ServiceNow, Remedy, and remote support platforms is essential, along with a strong understanding of federal IT service environments.

QUALIFICATIONS

Required Certifications

· Comptia A+

Education, Background, and Years of Experience

· BS, <5yrs or AA or 2yr Tech School w/ 2+ years

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

·"Familiar with Ticketing Software (i.e. ServiceNow).

· Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.

· Excellent communication, business analytical and problem-solving/trouble shooting skills.

· Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.

· Demonstrated strong analytical and problem-solving abilities.

· Excellent verbal and written communication skills with the ability to communicate effectively with non-technical users.

· Must be a US Citizen, and currently possess an ACTIVE Secret-Level clearance and ability to maintain such clearance."

WORKING CONDITIONS

Environmental 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

· Light – 20 lbs. Maximum lifting with frequent lift/carry up to 10 lbs. A job is light if less lifting is involved but significant walking/standing is done or if done mostly sitting but requires push/pull on arm or leg controls.

Physical Requirements

· Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).

Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.

What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

We also believe in supporting our employees by offering a competitive and comprehensive benefits package. To explore the benefits we offer, please visit our website under the Careers section.

Happy - Be Infectious.

Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

Helpful - Be Supportive.

Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

Honest - Be Trustworthy.

Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

Humble - Be Grounded.

Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry - Be Eager.

Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

Hustle - Be Driven.

Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities