Agile Defense, Inc.

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Help Desk Technician I

at Agile Defense, Inc.

Posted: 4/29/2020
Job Status: Full Time
Job Reference #: 9bcc1e24-2d04-496c-9e94-3e8faeb518e9
Keywords: technical

Job Description

Requisition #: HELPD02038

Title: Help Desk Technician I

Location:   Joint Base San Antonio-Lackland, San Antonio, Texas

Clearance Level: Active DoD - Secret 

Required Certification(s): Security CE or higher, IAT1 technical cert

**Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. **


Under the direction of the SDTL, the SDS team provides the primary customer support and service delivery interface to the customer. They provide continual monitoring, event management, log monitoring, ticket queue monitoring, answer phones, and update the service desk portal with updated information.


  • Deliver 24x7x365 tier I support and operational awareness for the ISN/IPN infrastructure

  • Support in creating, tracking, closing, updating and resolving help desk trouble tickets

  • Perform account management

  • Support in acknowledging, creating, updating, monitoring, disseminating, coordinating reports, documents, slides, status, inspections, and service interruptions as directed


Education and Certifications
  • Security CE or higher, IAT1 technical cert

Background Needed and Years of Experience

  • 3 years of experience in the Information Technology field
  • Good communication and interpersonal skills
  • Ability to follow policies and procedures
  • Ability to communicate in a clear speaking voice as well as the ability to respond clearly to questions
  • Aptitude to address negative situations, and resolve them in a positive manner


Additional Skills & Qualifications

Preferred Technical Skills:

  • Knowledge of Enterprise IT Service Management (EITSM) and Solarwinds systems

Non-Technical Skills

  • Good communication and interpersonal skills



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 Sit


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's 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.