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Help Desk Technician

2 weeks ago

Al Udeid Air Base, Qatar Agile Defense Full time

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 #**: 916

**Job Title**: Help Desk Technician

**Location**: Al Udeid Air Base, Doha, Qatar

**Clearance Level**: Active DoD - Secret

**Required Certification(s)**:

- DoD 8570 IAT Level 2

**SUMMARY**

Agile Defense has an immediate need to hire a Help Desk Technician to work at Al Udeid AB, Qatar.

**JOB DUTIES AND RESPONSIBILITIES**
- Provide Help Desk support to the end user on a variety of issues.
- The Help Desk support shall identify, research, and resolve technical problems for end users.
- Support creating, tracking closing, updating and resolving help desk trouble tickets.
- Perform domain account administration and management.
- Provide Tier 1 technical support, including call prioritization, troubleshooting, and resolution of basic hardware/software issues.
- Deliver hands-on support to users on the CAOC operations floor.
- Troubleshoot issues remotely or in person; escalate unresolved tickets to appropriate back shops or higher-tier support.
- Track and follow up with end-users to ensure ticket resolution and satisfaction.
- Manage user accounts and privileges, including creation, modification, and deletion in accordance with AFCENT guidance.
- Support SIPR PKI operations and coordinate Firewall/Bluecoat Exemption Requests (FERs/BERs).
- Serve as point of contact for Authorized Service Interruptions (ASIs), NOTAMs, TCNOs, CTOs, and other time change orders.
- Create and maintain operational status reports (e.g., COMSTATs, SITREPs) and brief leadership.

**QUALIFICATIONS**

**Required Certifications**
- DoD 8570 IAT Level 2

**Education, Background, and Years of Experience**
- Associates degree in Computer Science or related field

o OR 2+ years of Help Desk support experience and 2+ years of experience in Computer/IT hardware support (experience may be concurrent)

**ADDITIONAL SKILLS & QUALIFICATIONS**

**Required Skills**:

- Ability to work independently and as a team
- Ability to brief colleagues and leadership
- Excellent customer service skills
- Ability and willingness to learn
- Ability to work in a high energy environment

**WORKING CONDITIONS**

**Environmental Conditions**
- Typical office environment

**Strength Demands**
- Sedentary - 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

**Physical Requirements**
- Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).

Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.

What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

We also believe in supporting our employees by offering a competitive and comprehensive benefits package. To explore the benefits we offer, please visit our website under the Careers section.

**Happy**:

- Be Infectious.

Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

**Helpful** - Be Supportive.

Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

**Honest** - Be Trustworthy.

Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

**Humble** - Be Grounded.

Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

**Hungry**:

- Be Eager.

Our hunger for excellence drives an insatiable appetite for innovation and continuous