Help Desk Specialist (Tier I/II)

• Provide Tier I and Tier II technical support for enterprise applications, messaging systems, and operational platforms.
• Respond to service desk tickets, user requests, incidents, and system alerts in accordance with established Service Level Agreements (SLAs).
• Troubleshoot application, system, and user issues and perform root cause analysis to identify and resolve technical problems.
• Monitor system performance, message flow, system availability, failures, and operational health using enterprise monitoring tools.
• Support mission-critical operations by ensuring system uptime, reliability, and timely incident resolution.
• Escalate complex issues to engineering, development, or system administration teams as required.
• Maintain accurate documentation of incidents, resolutions, procedures, and system updates.
• Support application sustainment activities, software updates, configuration management, and operational maintenance efforts.
• Analyze structured and unstructured data to identify trends, anomalies, and operational issues.
• Participate in shift turnover activities and maintain situational awareness of ongoing operational events.
• Follow established Standard Operating Procedures (SOPs), security requirements, and compliance guidelines.
• Provide professional customer service and technical assistance to end users in a fast-paced operational environment.
• TS SCI with Favorable VA Customer Poly is required.

This position requires a proactive professional with strong diagnostic skills, experience supporting enterprise applications, and the ability to work effectively in a structured, SOP-driven environment while supporting users and operational requirements., * High School Diploma or GED required; Associate’s or Bachelor’s degree preferred.

• Minimum 2-5 years of Help Desk, Service Desk, Operations Support, Technical Support, or IT Support experience.
• Experience providing Tier I and Tier II technical support in a production or operational environment.
• Strong troubleshooting and diagnostic skills across applications, systems, and user support issues.
• Experience utilizing ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Experience monitoring systems, responding to incidents, and supporting operational environments.
• Ability to work effectively in a structured, process-driven environment.
• Strong written and verbal communication skills.
• Ability to prioritize multiple tasks and work independently with minimal supervision., * Experience supporting enterprise messaging systems, data processing environments, or mission-critical applications.
• Familiarity with Windows Server, Linux, Active Directory, Microsoft 365, Exchange, or cloud-based environments.
• Knowledge of system administration, application sustainment, and operational support processes.
• Experience supporting high-volume structured and unstructured data environments.
• CompTIA A+, Security+, Network+, ITIL, or related certifications preferred.
• Active Top Secret SCI with higher Poly.

Agile Business Concepts is a growing SBA 8(a), WOSB, and SDVOB-certified federal contractor supporting Department of Defense, Intelligence Community, Federal Civilian, and commercial customers nationwide. We are committed to delivering mission-focused solutions while providing our employees with opportunities for professional growth, technical development, and career advancement.

Join our team and help support mission-critical operations that make a difference every day.