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Job Analysis:
The Help Desk Support Specialist role at Agile Defense is fundamentally designed to provide critical IT support to the Air Force Office of Scientific Research (AFOSR), ensuring that advanced technological solutions are both operational and effective in supporting national security missions. The primary responsibilities include managing Tier 1-2 support for a range of technical issues, from user incident management to the deployment of hardware and mobile devices, which requires a technical and customer-focused mindset. Effectiveness in this role will be defined not only by technical troubleshooting skills but also by a commitment to customer service excellence, reflecting the organization's cherished values of being happy, helpful, honest, humble, hungry, and driven. Candidates will face challenges such as swift resolution of IT issues while adhering to service level agreements (SLAs) and managing multiple service requests simultaneously, necessitating both technical proficiency and strong interpersonal skills. Success in the first 6–12 months may look like consistently achieving ticket closure targets, positive feedback from users, and seamless support during critical periods, showcasing agility and responsiveness in a dynamic environment.
Company Analysis:
Agile Defense operates within the national security sector, specifically focused on innovative IT solutions and advanced capabilities for both defense and civilian missions. Positioned as an agile and adaptable entity, the company’s emphasis on digital transformation and data analytics reflects its commitment to leveraging cutting-edge technology in a fast-paced and evolving landscape. The culture at Agile Defense values personal and professional development, prioritizing a supportive work environment that aligns closely with its mission-driven objectives. Team dynamics will likely foster collaboration since the Help Desk Support Specialist will be part of a compact team that emphasizes accountability and effective communication while offering significant visibility to leadership due to the essential nature of their support role. This alignment with Agile Defense's overarching goals reinforces the strategic importance of the position, aimed at ensuring operational excellence in critical missions. Further, the values embodied by 'the 6Hs' suggest that individuals who thrive in this environment will be those who embrace a conscientious approach to their work, focusing on teamwork, integrity, and a proactive attitude toward problem-solving.