Job Description

Agile Care Enterprises is looking for a well-organized Help Desk Analyst to provide front-line IT support to 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 issue to next level support. To ensure success as a Help Desk Analyst, you should have in-depth 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

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\xe2\x80\x99 experience in providing help desk support of networks, web applications, software, and hardware in a Windows environment
• Demonstrated knowledge and experience with Remedy
• 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
• Active Directory experience a plus
• Must have experience in three or more of the following areas:
  • 2 years\xe2\x80\x99 experience as a PC technician
  • 2 years\xe2\x80\x99 experience in Microsoft Operating Systems Windows 7 and Microsoft Office applications
  • 2 years\xe2\x80\x99 experience managing and supporting peripheral devices such as printers, scanners, video cards, and other plug and play devices
  • 2 years\xe2\x80\x99 experience of basic networking essentials, cabling, and wireless networks
  • 2 years\xe2\x80\x99 experience remote access technologies (i.e., VMware, VPN)
  • 2 years\xe2\x80\x99 experience with security systems such as Anti-Virus, WSUS, Retina, and HBSS
  • 2 years\xe2\x80\x99 experience with remote support applications such as Dame Ware, Juniper, or SCCM

Preferred Qualification

• Knowledge of Defense Health Agency and Health IT technology operations
• Active PMI, PMP or equivalent as approved by Contract Officer Representative (COR)
• Excellent problem-solving skills
• Five years of progressive experience
• Bachelor\xe2\x80\x99s degree in information technology or computer science
• Experience with ServiceNow or other ITSM system

Physical Requirements
Some standing, stooping, use of step ladder, and lifting maybe required. Shall be able to lift moderate weight (up to 50 pounds) from the floor and transport IT equipment to various hospital or clinic locations in emergent or unusual event.

Agile Care offers competitive salary and a comprehensive benefits package, including medical dental, vision, life, wellness program, and paid time off.

Agile Care is an equal opportunity employer