Desk Side Agent II with Security Clearance
Requisition #:
DESKS004019 Job Title:
Desk Side Agent II Location:
12423 Research Pkwy Orlando, Florida 32826 Clearance Level:
Active DoD -Secret Required Certification(s):
DoD IAT Level I Certification.
Windows or Linux Operating System Certification.
SUMMARYThe U.
S.
Army Research Laboratory (ARL) of the U.
S.
Army Combat Capabilities Development Command (CCDC) is the Army's corporate laboratory.
Its diverse assortment of unique research and scientific facilities, and dedicated workforce of Government and private sector partners, make up the largest source of world-class integrated research and analysis in the U.
S.
Army.
ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers.
ARL's program consists of basic and applied research to include survivability, lethality and human factors analysis.
Research laboratory requirements include tasks that are necessary to build, sustain and/or transition special research project functions, and are usually ongoing and repetitive in nature.
JOB DUTIES AND RESPONSIBILITIES Receive, document, assign, monitor and resolve requests and tasks provided.
Tickets shall be updated at a minimum of every 2 days to document activity or reason for lack of activity if such is the case.
Contractor personnel assigned to Service Desk Services receive tasks from the service desk lead, as assigned in CST, from the SC G6 technical leads or G6 CIO or from the end user service calls or walk ins.
Service Desk contractors shall ensure a CST ticket is created for all work performed in support of end users by the first business day after the work is received.
Contractor personnel assigned to Service Desk Services receive tasks from the Soldier Center G6.
Operate the DREN Service Desk to include providing on-site services for walk-in inquiries.
The Service Desk shall serve as the primary POC for customers to report problems, ask questions, and make service requests related to Information Technology.
The Service Desk shall serve as the centralized point of delivery and pick up by customers.
Adhere to all DEVCOM SOPs and policies.
Not make any network or system changes without an approval extended through the Change Management Process or DEVCOM SC Management.
Provide support for Natick end users employed by DEVCOM Soldier Center:
Support shall be provided for:
VPN connectivity LAN network troubleshooting Issuing new equipment as designated by government property lead Army 365 support to include Army email and MS Teams Windows OS support to include initial system imaging and issuance to users General troubleshooting and problem solving, system configuration, creating, implementing and documenting procedures and other functions to provide an effective IT service desk.
Perform analytical, evaluation, management, and maintenance duties related to local network system components and personal computers (PC), software, peripherals and functionality of automated data processing and communications equipment.
Provide support for trouble calls relating to Natick DREN network system access and personal computers.
Contractor personnel shall respond to trouble calls, evaluate and analyze network access, hardware and software.
Provide and implement a solution that returns equipment to a fully operational state.
Contractor personnel shall provide support onsite, desk-side, over the phone or via remote access as necessary to provide state-of-the-art performance.
Contractor personnel shall coordinate as necessary with the customer to resolve the requested work.
Contractor personnel shall provide and implement solutions to reported and discerned problems reported on this and related equipment/networks.
Configure authorized end user and network devices to include computers, printers, laptops, scanners, and other hardware according to STIGs.
Use and contribute to a central repository which contains procedures, troubleshooting steps, resolutions, etc.
pertaining to the incidents and resolutions they encounter in their work assignments.
Mitigate failed patches and updates.
Apply updates and or patches when electronic application means do not exist.
Take the necessary actions to mitigate all systems known to be at risk via the Army Information Assurance Vulnerability Management (IAVM) process.
Mitigation efforts shall involve contacting the user with instructions, checking systems for compliance, manually installing patches and/or system reboots.
Work with System Administrators and Database Administrators (DBA)'s to install, configure, troubleshoot and support applications configured with a server side License Manager or RDBMS.
Coordinate with other Service Desks and/or vendors as required to accomplish assigned work.
Support appointed Government Property Book holder with IT property management for the Soldier Center.
Service Desk responsibilities included but are not limited to:
all incoming service requests are entered in to the Soldier Center Customer Support Tool (CST) users are contacted for any clarifications necessary and tickets are updated accordingly all service requests for non-VIP users are assigned appropriately within 2 business hours of receipt all service requests for VIP users are assigned appropriately within 30 minutes of receipt the service desk is staffed sufficiently to handle workload with respect to time off requests and to provide coverage for normal business hours from 0700 to 1730, etc.
Provide senior technical oversight and coordination of efforts within the Service Desk Monitor all tickets assigned to contract personnel and intervene with corrective action when required QUALIFICATIONSRequired Certifications DoD IAT Level I Certification.
Windows or Linux operating system Certification.
ADDITIONAL SKILLS & QUALIFICATIONSRequired Skills Windows end point management End user support WORKING CONDITIONSEnvironmental Conditions Contractor site on Shaw AFB, SC site with 0%-10% travel possible, depending on requirement to attend event planning conferences, at customer discretion.
Possible off-hours work to support exercise planning/execution, project implementation, or 24/7 project events.
General office environment, with periodic walking or driving to other buildings on base and working with standard office equipment.
The working environment is generally favorable.
Lighting and temperature are adequate, with no hazardous or unpleasant conditions caused by noise, dust, etc.
Strength Demands Sedentary - 10 lbs.
Maximum lifting, occasional lift/carry of small articles.
Some occasional walking or standing may be required.
Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Physical Requirements Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
About Us! Agile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' mission.
We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce.
Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental.
Our culture is alive and evolving, but it always stays true to its roots.
Here, you are valued as a family member, and we believe that we can accomplish great things together.
Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.
We believe several attributes are the root of our very best employees and extraordinary culture.
We have named these attributes The 6 H's - Happy, Helpful, Honest, Humble, Hungry, and Hustle.
Happy:
We exhibit a positive outlook in order to create a positive environment.
Helpful:
We assist each other and pull together as teammates to deliver.
Honest:
We conduct our business with integrity.
Humble:
We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us.
Hungry:
We desire to consistently improve.
Hustle:
We work hard and get after it.
These Core Values are present in all our employees and our organization's aspects.
Learn more about us and our culture by visiting us here.
COVID-19 Vaccination Requirements Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor.
As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19.
Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
Recommended Skills Agile Methodology Automated Data Processing (Adp) Change Management Communication Corrective And Preventive Action (Capa) Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
DESKS004019 Job Title:
Desk Side Agent II Location:
12423 Research Pkwy Orlando, Florida 32826 Clearance Level:
Active DoD -Secret Required Certification(s):
DoD IAT Level I Certification.
Windows or Linux Operating System Certification.
SUMMARYThe U.
S.
Army Research Laboratory (ARL) of the U.
S.
Army Combat Capabilities Development Command (CCDC) is the Army's corporate laboratory.
Its diverse assortment of unique research and scientific facilities, and dedicated workforce of Government and private sector partners, make up the largest source of world-class integrated research and analysis in the U.
S.
Army.
ARL discovers, innovates, and transitions research to provide the best technologies for our Soldiers.
ARL's program consists of basic and applied research to include survivability, lethality and human factors analysis.
Research laboratory requirements include tasks that are necessary to build, sustain and/or transition special research project functions, and are usually ongoing and repetitive in nature.
JOB DUTIES AND RESPONSIBILITIES Receive, document, assign, monitor and resolve requests and tasks provided.
Tickets shall be updated at a minimum of every 2 days to document activity or reason for lack of activity if such is the case.
Contractor personnel assigned to Service Desk Services receive tasks from the service desk lead, as assigned in CST, from the SC G6 technical leads or G6 CIO or from the end user service calls or walk ins.
Service Desk contractors shall ensure a CST ticket is created for all work performed in support of end users by the first business day after the work is received.
Contractor personnel assigned to Service Desk Services receive tasks from the Soldier Center G6.
Operate the DREN Service Desk to include providing on-site services for walk-in inquiries.
The Service Desk shall serve as the primary POC for customers to report problems, ask questions, and make service requests related to Information Technology.
The Service Desk shall serve as the centralized point of delivery and pick up by customers.
Adhere to all DEVCOM SOPs and policies.
Not make any network or system changes without an approval extended through the Change Management Process or DEVCOM SC Management.
Provide support for Natick end users employed by DEVCOM Soldier Center:
Support shall be provided for:
VPN connectivity LAN network troubleshooting Issuing new equipment as designated by government property lead Army 365 support to include Army email and MS Teams Windows OS support to include initial system imaging and issuance to users General troubleshooting and problem solving, system configuration, creating, implementing and documenting procedures and other functions to provide an effective IT service desk.
Perform analytical, evaluation, management, and maintenance duties related to local network system components and personal computers (PC), software, peripherals and functionality of automated data processing and communications equipment.
Provide support for trouble calls relating to Natick DREN network system access and personal computers.
Contractor personnel shall respond to trouble calls, evaluate and analyze network access, hardware and software.
Provide and implement a solution that returns equipment to a fully operational state.
Contractor personnel shall provide support onsite, desk-side, over the phone or via remote access as necessary to provide state-of-the-art performance.
Contractor personnel shall coordinate as necessary with the customer to resolve the requested work.
Contractor personnel shall provide and implement solutions to reported and discerned problems reported on this and related equipment/networks.
Configure authorized end user and network devices to include computers, printers, laptops, scanners, and other hardware according to STIGs.
Use and contribute to a central repository which contains procedures, troubleshooting steps, resolutions, etc.
pertaining to the incidents and resolutions they encounter in their work assignments.
Mitigate failed patches and updates.
Apply updates and or patches when electronic application means do not exist.
Take the necessary actions to mitigate all systems known to be at risk via the Army Information Assurance Vulnerability Management (IAVM) process.
Mitigation efforts shall involve contacting the user with instructions, checking systems for compliance, manually installing patches and/or system reboots.
Work with System Administrators and Database Administrators (DBA)'s to install, configure, troubleshoot and support applications configured with a server side License Manager or RDBMS.
Coordinate with other Service Desks and/or vendors as required to accomplish assigned work.
Support appointed Government Property Book holder with IT property management for the Soldier Center.
Service Desk responsibilities included but are not limited to:
all incoming service requests are entered in to the Soldier Center Customer Support Tool (CST) users are contacted for any clarifications necessary and tickets are updated accordingly all service requests for non-VIP users are assigned appropriately within 2 business hours of receipt all service requests for VIP users are assigned appropriately within 30 minutes of receipt the service desk is staffed sufficiently to handle workload with respect to time off requests and to provide coverage for normal business hours from 0700 to 1730, etc.
Provide senior technical oversight and coordination of efforts within the Service Desk Monitor all tickets assigned to contract personnel and intervene with corrective action when required QUALIFICATIONSRequired Certifications DoD IAT Level I Certification.
Windows or Linux operating system Certification.
ADDITIONAL SKILLS & QUALIFICATIONSRequired Skills Windows end point management End user support WORKING CONDITIONSEnvironmental Conditions Contractor site on Shaw AFB, SC site with 0%-10% travel possible, depending on requirement to attend event planning conferences, at customer discretion.
Possible off-hours work to support exercise planning/execution, project implementation, or 24/7 project events.
General office environment, with periodic walking or driving to other buildings on base and working with standard office equipment.
The working environment is generally favorable.
Lighting and temperature are adequate, with no hazardous or unpleasant conditions caused by noise, dust, etc.
Strength Demands Sedentary - 10 lbs.
Maximum lifting, occasional lift/carry of small articles.
Some occasional walking or standing may be required.
Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Physical Requirements Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
About Us! Agile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' mission.
We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce.
Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental.
Our culture is alive and evolving, but it always stays true to its roots.
Here, you are valued as a family member, and we believe that we can accomplish great things together.
Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.
We believe several attributes are the root of our very best employees and extraordinary culture.
We have named these attributes The 6 H's - Happy, Helpful, Honest, Humble, Hungry, and Hustle.
Happy:
We exhibit a positive outlook in order to create a positive environment.
Helpful:
We assist each other and pull together as teammates to deliver.
Honest:
We conduct our business with integrity.
Humble:
We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us.
Hungry:
We desire to consistently improve.
Hustle:
We work hard and get after it.
These Core Values are present in all our employees and our organization's aspects.
Learn more about us and our culture by visiting us here.
COVID-19 Vaccination Requirements Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor.
As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19.
Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
Recommended Skills Agile Methodology Automated Data Processing (Adp) Change Management Communication Corrective And Preventive Action (Capa) Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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