IT Service Desk Specialist Tier II

Agile Care Enterprises is looking for an IT Service Desk Specialist - Tier II to support the WRNMMC - IT Department, who will provide assistance to users through multiple channels (telephone, online tickets, in-person, and appointments) to resolve any technical issues that may arise, log, track, resolve and report support tickets in help desk solutions systems such as LANDesk, Service Desk, Active Directory, Remedy, ServiceNow, and integrate Help Desk support services with existing DHA enterprise help desk capabilities., * Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.

• Resolves computer software and hardware problems for users.
• Acts as a contact for users having problems using computer software, hardware, and operating systems.
• Acts as the escalation path to resolve moderate to highly complex technical issues.
• Specializes in certain aspects of technologies to assist the customer base.
• Provides support for call overflow during peak time or reduced staff during peak hours.
• Serves as the first contact with customers who need technical assistance throughout WRNMMC.
• Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
• Provide quick resolution and excellent customer service per the establish SLAs Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support.
• Utilizes ServiceNow to manage ticket counts and respond to users.
• Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems.
• Obtains feedback and suggestions for workspace development.
• Establishes timelines and protocols for harder-to-solve problems.
• May be asked to staff the help desk or go to customer locations throughout the facility, to unblock CACS, and other duties as assigned.
• Responsible for maintaining an accurate and complete Government asset inventory.
• Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF.
• Completes orientation and competency verification programs in accordance with departmental guidelines.
• Will report to the Team Lead(s) and Branch Chief. Will take direction from team leads as required in maintaining a safe environment for the staff and patient(s).
• When assigned, will serve, and participate in functions and other meetings. Provide relevant and timely information and assist with decision-making and process improvement.
• Participate in the orientation, training, and evaluation of duty performance of newly assigned personnel, as appropriate.
• Promote patient and staff safety through adherence to accepted safety and infection control standards.
• Maintain a clean, safe, orderly, working environment.
• Once provided with "hands-on" experience, demonstrate working knowledge, and use of
• computerized systems, including Service Now, DMHRSi, and any clinical or business systems as needed.
• Perform other duties as assigned to include temporary assignment to other work units as needed., * Verify the source: Ensure that any communication you receive comes from an official Company Name ) email address and that the job is listed on our official career website
• Never pay for a job: Do not send money or provide credit card information for any recruitment-related purpose.
• Guard your personal information: Only provide sensitive personal information after a formal job offer has been extended and accepted, and you are completing official onboarding processes.
• Research thoroughly: Look up the company online and check for any reported scams or suspicious activity.
• Trust your instincts: If something feels too good to be true or raises red flags, proceed with caution and seek independent advice.

• Must have Active SECRET Clearance
• Must have CompTIA Security + Certification
• Microsoft Operating System Windows 10 required as in compliance with the DOD
• Minimum 2 years' experience in providing help desk support of networks, web applications, software, and hardware in a Windows environment
• Must have the ability to interact and work with a diverse customer base
• Must have the ability to communicate verbally in person and over the phone
• Experience managing and supporting peripheral devices such as printers, scanners, video cards, and other plug and play devices.
• Experience of basic networking essentials, cabling, and wireless networks Experience remote access technologies (i.e., VMware, VPN)
• Experience with security systems such as Anti-Virus, WSUS, Retina, and HBSS
• Experience with remote support applications such as Dame Ware, Juniper, or SCCM
• NOTE: The work shall be performed on site.

Pulled from the full job description Professional development assistance 401(k) Health insurance Paid time off Vision insurance Dental insurance Paid holidays, Agile Care offers a comprehensive benefits package, including medical dental, vision, life, 401K, wellness program, and paid time off and paid holidays.

Pay range for this position is used as a guideline only and is not a guarantee of compensation. Additional factors will be considered including, but not limited to, level of skills, knowledge, and experience., * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Agile Care Enterprises (Agile Care) is a mission-driven, cybersecurity-forward solutions firm operating across federal and commercial sectors. Our dual B2B and B2G model empowers clients through digital innovation, strategic consulting, and workforce development. We are guided by our values of adaptability, integrity, and service-and our vision is simple: We Thrive. You Thrive., At Agile Care, you're not just supporting leaders-you're building alongside them. We believe in investing in talent and offering pathways to leadership for those who lead with care, clarity, and reliability. You'll be part of a team that values agility, excellence, and meaningful contribution to both business and community.