Technical Support - Helpdesk Support Specialist I - Agile Defense

Key Responsibilities

• Respond to and resolve user support requests via phone, email, and ticketing system for Windows and Linux platforms.
• Diagnose and troubleshoot hardware, software, and network connectivity issues, escalating complex problems as needed.
• Maintain accurate documentation of incidents, solutions, and system changes in the ticketing system.
• Assist with user account management, including Active Directory provisioning and password resets.
• Collaborate with senior support staff to implement process improvements and knowledge base updates.

Requirements

• High school diploma or equivalent; associate’s degree or relevant certification preferred.
• Basic understanding of Windows and Linux operating systems and networking fundamentals.
• Strong communication skills and customer‑service orientation.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Experience with remote support tools and ticketing systems a plus.