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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Support Specialist I - **Company:** Agile Defense - **Location:** Huntsville, AL, United States - **Experience:** Starter - **Contract:** Internship / Graduate position - **Skills:** Active Directory, Collaborative Software, CompTIA Security+, Cyber Security, Desktop Virtualization, Information Technology Operations, Print Servers, Network Service, Remote Access Technology, Remote Desktop Services, Software Engineering, Software Systems, Enterprise Software Applications, Mainframe Programming, SC Clearance, Computer Equipment, Information Technology, Network Support, Servicenow - **Published:** August 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3b62895c5408964d ## About the Role 1-2 Years experience preferred or Associate Degree in Computer Science or related technologies. Previous internship is a plus., * Must have an active Secret clearance to start * Must possess an active DoD 8570.01-M / DoD 8140 IAT Level II baseline certification (e.g., CompTIA Security+ ce, CCNA Security, CySA+, GSEC, or SSCP) at the time of hire. * Must have at least 1 year of experience in IT Service Management (ITSM) system ServiceNow, Remedy, or other similar systems. Preferred Skills * Proficient in Microsoft Active Directory (Account creation, modification, and account management). * Proficient in Print server administration and managing/supporting multifunction devices. * Knowledge of Change Management. Determine complexity of issues and understanding of issue escalation to other workgroups. * Proficient in Software installation, configuration, and troubleshooting. * Ability to communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation. * Proficient in Remote Desktop support and remote control of customer computers. * Ability to understand, implement, and advise customers on organization security policies and procedures. * Proficient in Virtual Desktop Infrastructure (VDI), including applications and configuration. Experience with remote access to customers' personal computers for diagnostic issues. * Provide clear and concise communications with customers and keep customers updated on progress. * Excellent Customer Service and communications skills. ## Description A comprehensive suite of information technology (IT) support services is essential to achieve enterprise missions, goals, and objectives. These services include IT operations, enterprise design, integration and consolidation, IT education and training, program and project management, systems operations and maintenance, network support, and integrated information systems security, cyber security, and information assurance. Responsibilities will include: * Under direct supervision, provide support to end-users for PC, server, or mainframe applications and hardware. * May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. * Simulate or recreate user problems to resolve operating difficulties. * Recommends systems modifications to reduce user problems. * Respond to inquiries from computer users and run automatic diagnostics programs to resolve problems. * Diagnose and resolve computer hardware and software issues. * Move, place, install, modify, and clean computer hardware and software. Write training manuals when commercially unavailable, and train computer users in how to use new computer hardware and software. * Oversee the daily performance of computer systems and evaluate the usefulness of installed software programs. * Make recommendations on obtaining and installing new and alternate software packages. * Respond to telephone calls and e-mail messages from customers with computer/software problems. * Diagnose the nature of the problem and walk the customer through the problem-solving steps. * Under indirect supervision, performs analytical, technical, and administrative work in the planning and installation of new and existing PC systems. Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization. * Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment., * 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 - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Just-in-time Compilation in JVM](https://www.wearedevelopers.com/videos/240-just-in-time-compilation-in-jvm) - [Talk to the Duck - Secrets of the Debugging Masters](https://www.wearedevelopers.com/videos/470-talk-to-the-duck-secrets-of-the-debugging-masters) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [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) ## Related Articles - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)