Help Desk Specialist, Tier I/II

Job overview

Help Desk Specialist, Tier I/II is an onsite role in Reston, VA, supporting a 24/7 mission-critical operational environment. Compensation is not specified. Agile Business Concepts supports federal, intelligence community, defense, and commercial customers. The specialist provides technical support, incident response, troubleshooting, and system monitoring for enterprise messaging systems, applications, and end users, helping maintain system availability, performance, and reliability.

What you'll do

• Provide Tier I and Tier II support for enterprise applications, messaging systems, and operational platforms
• respond to tickets, requests, incidents, and alerts under service-level agreements
• troubleshoot issues and perform root cause analysis
• monitor system performance, message flow, availability, and operational health
• escalate complex issues
• document incidents, resolutions, procedures, and updates
• support application sustainment, software updates, configuration management, and maintenance
• analyze data for trends and anomalies
• participate in shift turnover
• follow standard operating procedures and security requirements
• provide customer service and technical assistance.

What we're looking for

Skills & competencies

help desk specialist

tier i support

tier ii support

service desk

enterprise applications

messaging systems

incident response

system monitoring

reston va

agile business concepts

top secret sci

favorable va customer poly

24/7 operations

Work arrangement

• Weekend coverage required

Benefits & perks

• Professional growth, technical development, and career advancement opportunities.

Why this role

An active Top Secret SCI clearance with favorable VA customer polygraph is required; the posting also states applicants must have an active TOP Secret with VA Customer Favorable Poly Clearance.

About the employer

Agile Business Concepts, LLC is hiring for this role. Industry: Facilities Support Services. Sector: 56.