IT Service Desk Specialist - Tier II

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 active SECRET security clearance.

Agile Care Enterprises is seeking a IT Help Desk Analyst II to support the WRNMMC – IT Department, who will provide assistance to users through multiple channels (telephone, online tickets, in-person, and appointments) to resolve any technical issues that may arise, log, track, resolve and report support tickets in help desk solutions systems such as LANDesk Service Desk, Remedy, and/or ServiceNow, and integrate Help Desk support services with existing DHA enterprise help desk capabilities.

Job Responsibilities:

• Answers question, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
•  Resolves computer software and hardware problems for users.
• Acts as a contact for users having problems using computer software, hardware, and operating systems.
• Acts as the escalation path to resolve moderate to highly complex technical issues.
• Specializes in certain aspects of technologies to assist the customer base.
• Provides support for call overflow during peak time or reduced staff during peak hours.
• Serves as the first contact with customers who need technical assistance throughout WRNMMC.
• Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
• Provide quick resolution and excellent customer service per the establish SLAs Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support.
• Utilizes ServiceNow to manage ticket counts and respond to users.
• Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems.
• Obtains feedback and suggestions for workspace development.
• Establishes timelines and protocols for harder-to-solve problems.
• May be asked to staff the help desk or go to customer locations throughout the facility, to unblock CACS, and other duties as assigned.
• Responsible for maintaining an accurate and complete Government asset inventory.
• Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF.
• Completes orientation and competency verification programs in accordance with departmental guidelines.
• Will report to the Team Lead(s) and Branch Chief. Will take direction from team leads as required in maintaining a safe environment for the staff and patient(s).
• When assigned, will serve, and participate in functions and other meetings. Provide relevant and timely information and assist with decision-making and process improvement.
• Participate in the orientation, training, and evaluation of duty performance of newly assigned personnel, as appropriate.
• Promote patient and staff safety through adherence to accepted safety and infection control standards.
• Maintain a clean, safe, orderly, working environment.
• Once provided with "hands-on" experience, demonstrate working knowledge, and use of computerized systems, including Service Now, DMHRSi, and any clinical or business systems as needed.
•  Perform other duties as assigned to include temporary assignment to other work units as needed.

Qualifications

• Security Certification and maintaining required as in compliance with the DOD
• Microsoft Operating System Windows 10 required as in compliance with the DOD
• Minimum 2 years’ experience in providing help desk support of networks, web applications, software, and hardware in a Windows environment
• 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
• Supervisory experience is a plus
• Must have experience in three or more of the following areas:

o 2 years’ experience as a PC technician

o  2 years’ experience in Microsoft Operating Systems Windows 7 and Microsoft Office applications

o  2 years’ experience managing and supporting peripheral devices such as printers, scanners, video cards, and other plug and play devices.

o  2 years’ experience of basic networking essentials, cabling, and wireless networks

o  2 years’ experience remote access technologies (i.e., VMware, VPN)

o  2 years’ experience with security systems such as Anti-Virus, WSUS, Retina, and HBSS

o  2 years’ experience with remote support applications such as Dame Ware, Juniper, or SCCM

Required Qualifications:

• Must be a US Citizen
• Must have Active Secret Clearance  
• Must have CompTIA Security

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. 

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.

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.

Agile Care offers a comprehensive benefits package, including medical, dental, vision, life, 401K, wellness program, paid time off (PTO), and paid federal holidays.

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.

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. 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 reasonable accommodation to search for a job opening or to apply, please contact hr@agilecareent.com for assistance. 

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

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

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