HelpdeskAnalyst

## Description About Agile Defense   At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.   Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests. Requisition #: 1643 Job Title: Helpdesk Analyst Location: Quantico, VA Clearance Level: Secret, Must Have Clearance to Start Required Certification(s): IAM I (CAP, CND, Cloud+, GSLC, or Security+ CE) ## Job Description The Help Desk Analyst provides support to both internal and external customers, addressing issues related to computer systems, software, and hardware. This role involves managing incidents, problems, and service requests, collaborating with users and IT teams for both unclassified and classified equipment. The candidate will be required to provide help desk support via phone, web-interface, email and in-person interactions. Additionally, the Help Desk Analyst will oversee the entire lifecycle of service requests, including incident resolution, problem management, fulfillment, verification, and closure. DUTIES Provide service desk support to all customer IT groups for both unclassified and classified services.Monitor and respond to support requests submitted through various channels—including phone, email, and the ticketing system—ensuring timely tracking, documentation, and resolution of incidents. Collaborate with IT team members to escalate complex technical issues.Document, assess, track, and resolve incidents, problems, and service requests according to established Incident and Problem Management processes. Coordinate with the Customer’s Representatives to resolve events, incidents and