{"id":2559461,"url":"https://alion.io/job/agile-defense-helpdesk-support-iii","title":"Helpdesk Support III","company":{"id":716156,"name":"Agile Defense","domain":"agiledefense.com","url":"https://alion.io/company/agiledefense","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":84,"open_postings":31,"ghost_share":0,"stale_share":0.645,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quantico, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Windows","optional":false},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-10-14T18:32:29Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-18T15:56:26Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Req #: 1941\nJob Title: Helpdesk Support III\nLocation: Quantico, VA | Onsite\nClearance Level: Top Secret, Must have clearance to start\nRequired 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).\nJob Description\nThe Customer’s mission is to deliver advanced, reliable, and secure communications and information systems that enable the Organization’s global Network Operations mission. This includes providing on-site desktop and network support across three buildings in Quantico, VA, operating on an 8x5x52 schedule. The team supports roughly 1,200 users and a wide range of devices, including workstations, printers, phones (mobile and desk), servers, switches, and laptops. The Helpdesk processes an average of 250 trouble tickets per month at the main Quantico facility, ensuring timely and effective resolution of technical issues to keep operations running smoothly.\nJob duties & responsibilities:\nProvide local area network support for desktop-related issues, including software installation and service requests on both unclassified and classified networks.\nIdentify, research, and resolve technical problems related to user workstations, software, and associated equipment such as mobile phones.\nDeliver Tier II support to end users for PC, server, or mainframe applications and hardware.\nSupport up to 100 global users of the JWICS system.\nMonitor and respond to hardware, software, and network issues.\nProvide support for and assist with Continuity of Operations Plans (COOP).\nDevelop and implement incident management processes, including problem recognition, research, isolation, resolution, and follow-up, in alignment with ITIL v4 and ITSM guidelines.\nRespond to service requests via Remedy, phone, email, and in-person technical support needs.\nDocument, track, and monitor issues to ensure timely resolution according to ITIL v4 and ITSM standards and required response times.\nCollaborate with network services, software engineering, and application development teams to restore service and identify root causes of issues.\nRecommend system modifications to reduce recurring user problems.\nCoordinate with MCIA network services, software engineering, and application development teams to restore service and resolve core issues on JWICS.\nConfigure and support mobile devices, including iPhones and Samsung devices.\nQualifications\nBasic Qualifications\nDoD 8570 Level II certification\n3 Years of Desktop Support Experience.\nExperience with Windows 11 installation and troubleshooting.\nExperience with imaging devices.\nMust have an active Top Secret security clearance to start\nPreferred Skills\nITIL Foundation (v3) or greater (desired) Microsoft Certified Desktop Administrator Associate (MCA) (desired) VMWare Certified Professional (VCP) (desired)\nAndroid/iOS Mobile Device Management via Intune\nWorking Conditions\nEnvironmental Conditions\nContractor 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.\nStrength Demands\nLight - 20 lbs. Maximum lifting with frequent lift/carry up to 10 lbs. A job is light if less lifting is involved but significant walking/standing is done or if done mostly sitting but requires push/pull on arm or leg controls.\nPhysical Requirements\nStand or Sit Walk Repetitive Motion Use Hands / Fingers to Handle or Feel Stoop, Kneel, Crouch, or Crawl Talk or Hear See Push or Pull Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse)","description_format":"text","description_chars":3986,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Managed Security","IT Consulting & Digital Transformation","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-10-14T20:14:01Z"}],"visa":[],"liveness":{"score":70,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.695,"p_room":1,"age_days":2,"expected_fill_days":41,"reasons":["conf:1","stale_co","urgency","velocity","win:early","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":90000,"is_top_pay":true},"html_url":"https://alion.io/job/agile-defense-helpdesk-support-iii","json_url":"https://alion.io/job/agile-defense-helpdesk-support-iii.json","meta":{"generated_at":"2026-10-18T17:58:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22827,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":716156},"rest":"https://alion.io/mcp/rest/get_company?id=716156"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fagile-defense-helpdesk-support-iii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fagile-defense-helpdesk-support-iii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fagile-defense-helpdesk-support-iii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/agile-defense-helpdesk-support-iii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fagile-defense-helpdesk-support-iii"}]}