IT Support Specialist II

Job Description

Job Description

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.

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001, ISO 20000-1 & ISO 27001 Certified, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)

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