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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Specialist - **Company:** Agile Defense - **Location:** Quantico, VA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, IOS Applications, Information Systems, Data Center Infrastructure Management (CIM), Imaging Technology, Knowledge Management, Local Area Networks, Network Service, Software Engineering, Software Systems, Computer Network Operations, Microsoft InTune, Information Technology, Network Support, Laptops, Network Server, Vmware - **Published:** July 28, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9062099/helpdesk-specialist ## About the Role Clearance Level: Top Secret Required Certification(s): Compliant with DoD 8570.01-M IAT level II - CCNA-Security, CySA+, GICSP, GSEC, Security+CE, or SSCP. Professional series Certification within the product groups technology scope (e.g. MCA)., DoD 8570 Level II certification Education, Background, and Years of Experience 3 Years of Desktop Support Experience. Experience with Windows 11 installation and troubleshooting. Experience with imaging devices. ADDITIONAL SKILLS & QUALIFICATIONS Required Skills Preferred Skills ITIL Foundation (v3) or greater (desired) Microsoft Certified Desktop Administrator Associate (MCA) (desired) VMWare Certified Professional (VCP) (desired) Android/iOS Mobile Device Management via Intune ## Description The Customer's mission is to provide advanced, reliable and secure communications, knowledge management, information systems support (voice, video and data) and data center management for the Organization in order to enable their global Network Operations mission of operating and defending the enterprise network. The Customer provides 8x5x52 (Federal business days) on site and 24x7x365 on call desktop and network support to three buildings located in Quantico, VA. The Customer supports approximately 1200 users, and the ancillary devices to support them to include workstations, printers, telephones, mobile phones (Android / Apple), servers, switches and Laptops. The average amount of trouble tickets handled by the branch is approximately 250 per month at the main facility in Quantico, VA. Team provides coverage from 0600-1700 daily. Team members start at different times to provide this coverage and rotate every 6 months. For example, we have personnel that provide coverage from 0600-1400, 0800-1600, 0900-1700. JOB DUTIES AND RESPONSIBILITIES Provide local area network support for any desktop related problems, to include, but not limited to installation of software and service requests for assets located on the unclassified and classified network. Identify, research, and resolve technical problems as related to the user workstations, software and other related user equipment, such as mobile phones. Provide Tier II support to end users for either PC, server, or mainframe applications or hardware. Support up to 100 global users of the JWICS. Monitor and respond to hardware, software, and network problems. Provide support and assist with the Continuity of Operations Plans (COOP). Develop and implement a process through which incidents are controlled, this includes problem recognition, research, isolation, resolution, and follow-up steps as defined in the ITIL version 4 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems. Respond to service requests via Remedy, telephone calls, email, and direct personnel requests for technical support. Document, track, and monitor problems to ensure a timely resolution as defined in the ITIL version 4 framework established Guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems, and in accordance with required response times. Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem. Recommend systems modifications to reduce user problems. Interact with Marine Corps Intelligence Activity (MCIA) network services, software systems engineering, and applications development to restore service and identify and correct core problems on JWICS. Experience with Mobile Devices, iPhones and Samsung configuration., * 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. ## Related Videos - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Kubernetes Security - Challenge and Opportunity](https://www.wearedevelopers.com/videos/412-kubernetes-security-challenge-and-opportunity) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Dev Digest 191: Malware interviews, EU ❤️ Open Source and Skilled Agents](https://www.wearedevelopers.com/magazine/645-dev-digest-191-malware-interviews-eu-open-source-and-skilled-agents) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)