Job Description

Job Description

Job Description

Help Desk Support Specialist – Level 1

Location: Andrews AFB
Clearance Requirement: Secret
Certification: Security+

Position Overview

The Help Desk Support Specialist – Level 1 provides front-line support to end users by phone, email, and web, resolving basic technical issues and escalating more complex problems to the appropriate teams. This role ensures exceptional customer service while operating within an IT Service Management (ITSM) environment governed by service level agreements (SLAs).

Key Responsibilities

• Respond to user inquiries via phone, email, and web; greet users professionally and determine the nature of the issue.
• Troubleshoot and resolve Level 1 technical issues related to hardware, software, applications, desktops, mobile devices, printers, and telecom equipment.
• Create and manage tickets within a ticketing system, ensuring clear and detailed documentation of issues and resolutions.
• Escalate unresolved issues to higher-tier support teams and coordinate follow-up as needed.
• Determine whether equipment replacement is needed and coordinate warranty resolution processes.
• Provide continuous updates on ticket status and communicate resolution progress to end users.
• Maintain accurate and timely documentation of all support activities and ensure tickets are closed only after confirmation of resolution.
• Meet defined response and resolution time targets in accordance with ITSM/SLAs.
• Apply critical thinking to diagnose and solve routine desktop, application, and infrastructure-related issues.
• Deliver high-quality customer service with strong verbal and written communication skills.

Basic Qualifications

• Experience in a customer-facing technical support role
• Strong analytical and problem-solving abilities
• Excellent communication skills (written and verbal)
• Working knowledge of desktop hardware/software, applications, mobile devices, and basic networking
• Familiarity with ITSM ticketing systems and SLA-driven environments

Agensys Corporation is a small business IT Services firm headquartered in Loudoun County, Virginia. Our proven methodologies allow us to identify, attract and retain the highest quality of IT professionals. Agensys Corporation’s leadership team capitalizes in over 30 years of expertise in government and commercial sectors and is one of the fastest growing Services firms in the DC Metro Area. Our goal is to develop strong relationships with our partners to understand and exceed the needs of their unique environments.

Company Description

Agensys Corporation is a small business IT Services firm headquartered in Loudoun County, Virginia. Our proven methodologies allow us to identify, attract and retain the highest quality of IT professionals. Agensys Corporation’s leadership team capitalizes in over 30 years of expertise in government and commercial sectors and is one of the fastest growing Services firms in the DC Metro Area. Our goal is to develop strong relationships with our partners to understand and exceed the needs of their unique environments.

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