Help Desk Analyst

About Agile Care Enterprises

Agile Care Enterprises (Agile Care) is a mission-driven, cybersecurity-forward solutions firm operating across federal and commercial sectors. Our dual B2B and B2G model empowers clients through digital innovation, strategic consulting, and workforce development. We are guided by our values of adaptability, integrity, and service—and our vision is simple: We Thrive. You Thrive.

Position Overview

THIS POSITION REQUIRES AN ACTIVE SECRET LEVEL CLEARANCE

We ae seeking a detailed-oriented and well-organized Help Desk Analyst to provide front-line IT support to Naval Medical Center Camp Lejeune users. Your primary function will be to answer support tickets and assist with whatever technical issue the user may be facing, provide a resolution or forward triaged issues to next level support. To ensure success as a Help Desk Analyst, you should have basic knowledge of software and hardware systems, extensive interpersonal skills, and the ability to solve complex IT issues.

Responsibilities:

• Receive, document, and process IT support requests
• Provide technical assistance to users to assess issue and provide resolution and forward triaged issues to next level support
• Track all IT support requests to completion
• Report for duty as scheduled for rotating 8-hour shifts and weekends
• Handle customer interactions with diplomacy and tact, gauging the customer’s technical ability and communicating with them in appropriate technical or non-technical language to resolve the issue.
• Support incident, problem, and request management processes leveraging ITIL service framework with best-business practices.
• Work independently on special projects.
• Ability to work remotely on weekends when needed.

Qualifications:

• Must have Active Secret Clearance.
• CompTIA Security Certification.
• Microsoft Operating System Windows 10 required as in compliance with the DOD.
• Minimum 1 years’ experience in providing help desk support of networks, web applications, software, and hardware in a Windows environment.
• Demonstrated knowledge and experience with Remedy and/or ServiceNow.
• Must have the ability to interact and work with a diverse customer base
• Must have the ability to communicate verbally in person and over the phone.
• Call Center experience in an Enterprise environment a plus.

Must have experience in three or more of the following areas:

• Security Certification and maintaining required as in compliance with the DOD
• 1 years’ experience as a PC technician.
• 1 years’ experience in Microsoft Operating Systems Windows 7 and Microsoft Office applications.
• 2 years’ experience managing and supporting peripheral devices such as printers, scanners, video cards, and other plug and play devices.
• 1 years’ experience of basic networking essentials, cabling, and wireless networks.
• 1 years’ experience remote access technologies (i.e., VMware, VPN).
• 1 years’ experience with security systems such as Anti-Virus, WSUS, Retina, and HBSS.
• 1 years’ experience with remote support applications such as Dame Ware, Juniper, or SCCM.
• Knowledge of Defense Health Agency and Health IT technology operations.
• Excellent problem-solving skills.
• Experience with ServiceNow or other ITSM system.

Why Join Agile Care?

At Agile Care, you're not just supporting leaders—you’re building alongside them. We believe in investing in talent and offering pathways to leadership for those who lead with care, clarity, and reliability. You’ll be part of a team that values agility, excellence, and meaningful contribution to both business and community.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORK AUTHORIZATION/SECURITY CLEARANCE

• U.S. Citizen
• Secret clearance

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

To provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. Agile Care does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

All your information will be kept confidential according to EEO guidelines.

Agile Care is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation to search for a job opening or to apply, please contact hr@agilecareent.com for assistance.

By applying for a role at Agile Care you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".

All positions at Agile Care Enterprises are subject to background investigations. Employment is contingent upon successful completion of a background investigation including criminal history and identity verification.

Pay range for this position is used as a guideline only and is not a guarantee of compensation. Additional factors will be considered including, but not limited to, level of skills, knowledge, and experience.

PLEASE BE ADVISED THAT WE DO NOT ACCEPT SOLICITATIONS FROM STAFFING AGENCIES

Fraud Alert: Protecting Yourself from Job Scams

Please be aware of the rise in fraudulent recruiting activities. Scammers may attempt to impersonate legitimate companies or recruiters to obtain personal information or money from job seekers.

Agile Care will NEVER:

• Ask for payment or fees at any point in the recruitment process (e.g., for applications, background checks, equipment, training, or placement).
• Request sensitive personal information like your Social Security number or bank account details before you have formally accepted a job offer and signed an employment contract.
• Make a job offer without a formal application process and at least one interview.
• Communicate with candidates solely through generic email addresses (like gmail.com) or chat apps (like WhatsApp).
• All legitimate communications will come from official (email addresses.

To protect yourself from potential fraud, we strongly advise you to:

• Verify the source: Ensure that any communication you receive comes from an official Company Name) email address and that the job is listed on our official career website
• Never pay for a job: Do not send money or provide credit card information for any recruitment-related purpose.
• Guard your personal information: Only provide sensitive personal information after a formal job offer has been extended and accepted, and you are completing official onboarding processes.
• Research thoroughly: Look up the company online and check for any reported scams or suspicious activity.
• Trust your instincts: If something feels too good to be true or raises red flags, proceed with caution and seek independent advice.

If you suspect you've encountered a fraudulent job posting or communication related to Agile Care Enterprises LLC, please contact us immediately at HR@AgileCareEnt.com. You can also report job scams to the Federal Trade Commission (FTC) at ReportFraud.ftc.gov https://reportfraud.ftc.gov/ and the FBI's Internet Crime Complaint Center (IC3) at www.ic3.gov https://www.ic3.gov/.