Jobs and Careers

Technical Support - Helpdesk Support Specialist I

Redstone Arsenal, AL, United Statesfull_timeVerifiedPosted 23 Jun 2026

About the role

About Agile Defense

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 1682

Job Title: Technical Support - Helpdesk Support Specialist I

Location: Redstone Arsenal; Huntsville, AL

Clearance Level: Secret, Must Have Clearance to Start

Required Certification(s): DoD IAT Level II Certification - Security+CE

Job Description

SUMMARY

A 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.

Provides 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.

JOB DUTIES AND RESPONSIBILITIES

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.

Education and Background

Typically 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.

Years of Experience

Less than 2 years

Required Skills

Proficient in IT Service Management (ITSM) system ServiceNow, Remedy, or other similar systems.
Excellent Customer Service and communications skills. Provide clear and concise communications with customers and keep customers updated on progress.
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 mentor an