Entry Level Technical Support Specialist

Agile Decision Sciences is seeking an Entry Level Desktop Support Technician in Aberdeen Proving Ground, MD. This is to support the Communications Electronics Command (CECOM). This position is part of a large help desk team tasked with supporting CECOM’s Civilian, Contractor, and Military workforce and their Desktops/Laptops, Mobile Devices, and other IT equipment. 

ROLE AND RESPONSIBILITIES

• Address IT concerns related to Microsoft Windows 10 and 11, including:
  • Lifecycle support, such as re-imaging desktops and laptops to RNEC standardized images.
  • Offer support on both NIPR and SIPR networks, and in standalone/non-networked environments.
• Deliver mobile device support: responding to user inquiries, troubleshooting device issues, and completing device setup/configuration. Maintain detailed notes in the event the issue must be elevated to Tier 2 support.
• Respond to issues related to printing/scanning devices and tablets.
• Install and patch above-baseline software.

BASIC QUALIFICATIONS

• Exceptional customer service skills and the ability to communicate technical information clearly and effectively to non-technical users.
• Strong troubleshooting skills and the ability to analyze complex situations to find a solution.
• Ability to clearly and effectively articulate troubleshooting steps while working with a customer over the phone, E-Mail, or Microsoft Teams.
• Ability to quickly learn new applications and adapt to changes in software.
• A solid understanding of the foundations of Computers (including Hardware, Operating Systems, and Software), and of Computer Networking.
• Excellent verbal and written communication skills.

DESIRED SKILLS

• Experience working within a military/federal government structure and environment.
• Experience using common productivity tools (Outlook, Excel, Word, Microsoft Teams, etc…).
• Knowledge of IT ticketing solutions, such as ServiceNow.
• Experience troubleshooting issues with various IT devices and software, including Windows systems, Android and iOS Cellphones and tablets, MiFi devices, and printers.
• Experience installing and patching software considered above-baseline.

CLEARANCE LEVEL

• Active DOD Secret clearance or ability to obtain and maintain a DOD SECRET Clearance.
• Must be a U.S. Citizen 

EDUCATION and EXPERIENCE REQUIREMENTS

• Bachelor's degree
• 0-2 years of experience
• 4-6 years of related experience without a Bachelor's degree.

CERTIFICATION

• IAT Level II Certification Required (Security+ preferred).
• Computing Environment Certification within 60 days of starting (For Example, MD-100 and MD-101, MD-102, or equivalent as specified in DoD 8140.01).
• Computer Imaging/Reimaging Certification within 30 days of starting (training provided by the local Regional Network Enterprise Center).

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• This role is full-time and on-site at Aberdeen Proving Ground, MD on either an 8:30am-5:00pm schedule, or a 9:00am-5:30pm schedule.
• After an initial familiarization and training period, this position allows for one telework day per week.