About the role
Agil3 Technology Solutions (A3T) is seeking an experienced IT Support Specialist II to provide Tier I/Tier II technical, desktop, and end-user support for the U.S. Government IT environment.
The IT Support Specialist II will serve as a primary interface between users and the customer’s support organization, providing responsive technical assistance for workstations, operating systems, applications, user accounts, Microsoft 365 services, peripherals, printers, and other end-user technologies. The position will receive, document, troubleshoot, resolve, and escalate incidents and service requests through the Government-approved ticketing system.
Key Responsibilities * Provide Tier I and Tier II technical support to users through telephone, remote-support tools, electronic communications, trouble tickets, and in-person assistance. * Receive, create, document, categorize, prioritize, manage, and resolve incidents and service requests in the Government-approved IT service-management system. * Perform initial technical triage and determine the appropriate course of action for user-reported incidents. * Troubleshoot workstation hardware, operating systems, applications, peripherals, printers, connectivity, and user-access problems. * Provide remote and deskside support for end-user computing devices. * Install, configure, troubleshoot, and support approved client applications and software. * Support Microsoft 365 applications and services used by customer personnel. * Assist with user account creation, modification, administration, and troubleshooting in accordance with established security and access-control procedures. * Support Active Directory user and computer account functions within authorized administrative privileges. * Assist users with password, authentication, account-access, and permissions-related issues. * Support and process applicable System Authorization Access Requests (SAARs) and related account-access documentation. * Image, configure, deploy, refresh, and troubleshoot end-user computing devices using Government-approved tools and procedures. * Install approved operating-system updates, application updates, security patches, and software fixes. * Support hardware installation, replacement, troubleshooting, and break/fix activities for desktops, laptops, monitors, docking stations, peripherals, and related equipment. * Install, configure, and troubleshoot local and network printers and associated peripherals. * Support Government-furnished mobile and end-user devices as assigned. * Issue and receive IT equipment and assist with applicable equipment accountability and inventory procedures. * Verify that incidents are fully resolved and restore users to operational status before closing tickets. * Maintain accurate and complete ticket documentation, including problem descriptions, troubleshooting actions, resolution steps, escalation information, and closure details. * Escalate unresolved or complex technical issues to Systems Administrators, Systems Engineers, Network Engineers, Cloud Engineers, Cybersecurity personnel, or other appropriate technical teams. * Coordinate with support organizations when incidents involve NIPRNet or SIPRNet services outside the technician's assigned support boundary. * Monitor assigned tickets and ensure incidents and service requests are addressed within established service-level and performance requirements. * Provide status updates to users and technical leadership for unresolved or high-priority incidents. * Identify recurring technical problems and communicate trends to technical leads for further problem management and root-cause analysis. * Develop and maintain work instructions, troubleshooting procedures, frequently asked questions, and other user-support documentation. * Assist with new-user onboarding, workstation setup, equipment issuance, and access requirements. * Assist with equipment moves, additions, changes, technology refreshes, and workstation deployments. * Support cybersecurity personnel by promptly reporting suspected cybersecurity incidents, malware, unauthorized activity, or other security concerns. * Provide technical support during system outages, upgrades, migrations, exercises, and other mission-related activities.
Minimum Experience: * Must have 3–5+ years of progressively responsible IT help-desk, desktop-support, technical-support, or end-user computing experience. * Must have an active DoD Secret security clearance. * Must meet applicable DoD 8140/DCWF requirements for Work Role 451 at the Intermediate proficiency level (Security+ or higher). * Demonstrated Tier I/Tier II technical-support experience in a professional enterprise environment. * Experience troubleshooting Windows workstations, laptops, operating systems, applications, and peripheral devices. * Experience supporting Microsoft 365 applications and services. * Working knowledge of Active Directory, user accounts, permissions, authentication, and password-management functions. * Experience installing, configuring, imaging, deploying, and troubleshooting desktop and laptop computers. * Experience installing and troubleshooting client applications and software. * Experience supporting network and local printers and associated peripheral equipment. * Experience using enterprise IT service-management/ticketing systems. * Understanding of incident management, service requests, escalation, prioritization, and ticket documentation. * Working knowledge of basic TCP/IP, DNS, DHCP, wired/wireless connectivity, and network troubleshooting. * Ability to distinguish endpoint problems from systems, network, application, account, or cybersecurity problems and escalate appropriately. * Ability to develop clear technical documentation and user instructions. * Strong analytical and troubleshooting skills. * Strong customer-service, interpersonal, verbal, and written communication skills. * Ability to work independently while coordinating with an enterprise technical-support organization.
Preferred Qualifications: * Associate's or bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related discipline. * CompTIA A+ or comparable desktop-support certification. * Microsoft certification applicable to Windows, Microsoft 365, or endpoint administration. * Experience with Microsoft Configuration Manager (SCCM/MECM), Intune, or comparable endpoint-management tools. * Experience with ServiceNow or another enterprise ITSM platform. * Experience with remote-support and remote-desktop technologies. * Experience with PowerShell or basic administrative scripting. * ITIL Foundation certification or experience operating within an ITIL-based service environment. * Experience supporting NIPRNet and/or SIPRNet environments. * Previous USMC, Navy, DISA, or other DoD enterprise networking experience.