{"id":1200002,"url":"https://alion.io/job/agiledefense-technical-support-helpdesk-support-specialist-i","title":"Technical Support - Helpdesk Support Specialist I","company":{"id":716156,"name":"Agiledefense","domain":"agiledefense.com","url":"https://alion.io/company/agiledefense","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":84,"open_postings":32,"ghost_share":0,"stale_share":0.656,"repost_share":0,"time_to_fill_p50_days":37,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Redstone Arsenal, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":91000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":214},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-06-23T16:33:10Z","employer_posted_date":"2026-06-23","last_verified_at":"2026-10-01T07:33:42Z","board_verified":true,"closed_at":null,"days_open":100,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":99},"description":"Job Title: Technical Support - Helpdesk Support Specialist I\nLocation: Redstone Arsenal; Huntsville, AL\nClearance Level: Ability to obtain a Secret Clearance, Interim Secret to start day 1\nRequired Certification(s): DoD IAT Level II Certification - Security+CE\nJob Description\nSUMMARY\nA full range of information technology (IT) support services is necessary to satisfy enterprise missions, goals, and objectives in the areas of IT Services, Enterprise Design/Integration/Consolidation, IT Education/Training, IT Program/Project Management, Systems Operations and Maintenance, Network Support, and embedded Information Systems Security, Cyber Security, and Information Assurance to the Program Executive Office Aviation (PEO AVN) Information Technology Support Services.\nProvides first-level support in response to users' requests for assistance by phone and in person, handling routine questions about installation, operation, usage of computer system software and business applications. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Maintains call log and ensures technical support issues are escalated to appropriate level for resolution.\nJOB DUTIES AND RESPONSIBILITIES\nUnder 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.\nSimulate or recreate user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems.\nRespond 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.\nWrite 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.\nMake recommendations on obtaining and installing new and alternate software packages. Respond to telephone calls and e-mail messages from customers with computer/software problems.\nDiagnose 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.\nCollaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization.\nOperate 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.\nEducation and Background\nTypically has completed high school, and has less than 2 years of experience, or equivalent relevant work experience; e.g., each year of work experience may be substituted for each year of education required.\nYears of Experience\nLess than 2 years\nRequired Skills\nProficient in IT Service Management (ITSM) system ServiceNow, Remedy, or other similar systems. \nExcellent Customer Service and communications skills. Provide clear and concise communications with customers and keep customers updated on progress.\nProficient in Microsoft Active Directory (Account creation, modification, and account management). \nProficient in Print server administration and managing/supporting multifunction devices. Knowledge of Change Management.\nDetermine complexity of issues and understanding of issue escalation to other workgroups. Proficient in Software installation, configuration, and troubleshooting.\nAbility to mentor and assist junior technicians.\nAbility to communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation.\nProficient in Remote Desktop support and remote control of customer computers.\nAbility to understand, implement, and advise customers on organization security policies and procedures. \nProficient in Virtual Desktop Infrastructure (VDI), including applications and configuration.\nExperience with remote access to customers’ personal computers for diagnostic issues.\nWorking Conditions\nEnvironmental Conditions\nGeneral 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. \nOnsite at Customer Site 5 days a week","description_format":"text","description_chars":4804,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Managed Security","IT Consulting & Digital Transformation","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-24T20:24:02Z"}],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.267,"p_room":0.28,"age_days":99,"expected_fill_days":37,"reasons":["conf:10","stale_co","urgency","velocity","win:tail","crowd:junior"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/agiledefense-technical-support-helpdesk-support-specialist-i","json_url":"https://alion.io/job/agiledefense-technical-support-helpdesk-support-specialist-i.json","meta":{"generated_at":"2026-10-01T20:43:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3178,"day_limit":5000,"remaining_today":1822,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}