Information Technology Specialist II (Tier 1 /Tier 2 Support)

Information Technology Specialist II

The Information Technology Specialist II provides Tier 1 and Tier 2 technical support services within a U.S. Navy enterprise environment operating on the Navy Marine Corps Intranet (NMCI). The primary focus of this position is direct end-user support, hardware troubleshooting, video teleconference (VTC) support, IT asset management, and help desk operations. The successful candidate will serve as a front-line technical resource supporting Navy Expeditionary Combat Command (NECC) personnel by resolving hardware, software, and connectivity issues, managing IT inventories, supporting command communications systems, and ensuring timely resolution of trouble tickets. Candidates should possess strong customer service skills, technical troubleshooting expertise, and the ability to independently support a diverse user population in a mission-critical environment.

Primary Duties and Responsibilities:

• Provide Tier 1 and Tier 2 technical support for government personnel operating within the NMCI environment.
• Diagnose and resolve desktop, laptop, printer, peripheral, and mobile device hardware and software issues.
• Respond to, track, and resolve help desk trouble tickets in accordance with established service-level agreements.
• Install, configure, and maintain government-furnished hardware and authorized software applications.
• Support Video Teleconference (VTC) operations, including setup, testing, troubleshooting, and execution of meetings, briefings, and command events.
• Coordinate with NMCI service providers and higher-tier support organizations to escalate and resolve technical issues.
• Manage command IT asset inventories, including tracking, auditing, accountability, and lifecycle management of hardware assets.
• Perform workstation deployments, relocations, upgrades, and technology refresh activities.
• Troubleshoot network connectivity issues and assist users with account access, permissions, and system functionality.
• Support command moves, adds, and changes involving IT equipment and communications systems.
• Maintain accurate documentation of incidents, service requests, inventory records, and technical procedures.
• Provide user training and guidance on approved hardware, software, and collaboration tools.
• Assist with cybersecurity compliance requirements, including proper handling of government information systems and implementation of approved security practices.
• Support command continuity operations and provide on-site technical assistance during exercises, inspections, and operational events.

Required Qualifications:

• Minimum three (3) years of experience providing Tier 1 and Tier 2 desktop support in a government, military, or enterprise IT environment.
• Experience troubleshooting Windows-based desktop and laptop systems.
• Experience supporting end users in a help desk or service desk environment.
• Experience supporting VTC systems and conference room technologies.
• Experience managing IT hardware inventories and asset accountability programs.
• Familiarity with NMCI, DoD enterprise networks, or similar managed-service environments.
• Strong customer service, communication, and problem-solving skills.
• Ability to work independently and prioritize multiple technical issues in a fast-paced operational environment.
• Active DoD 8570/8140 baseline certification (Security+, A+, Network+, SSCP, or equivalent) prior to start.

Desired Qualification:

• Previous experience supporting Navy commands, NECC, or other Department of Defense organizations.
• Familiarity with NMCI service request processes and procedures.
• Experience with ServiceNow, Remedy, or similar ticket management systems.
• Knowledge of Microsoft Office 365 and Microsoft Teams administration and support.
• Experience supporting audiovisual systems, conference rooms, and executive-level meetings.
• Knowledge of DoD cybersecurity policies and information assurance requirements.
• CompTIA A+, Network+, Security+, or Microsoft desktop support certifications.

Education Requirements: Bachelor's degree in Information Technology, Computer Science, Engineering, or related technical discipline. OR Six (6) years of directly relevant professional experience supporting enterprise IT systems, help desk operations, or desktop support services may be substituted for a bachelor's degree.

Security Clearance Requirements: Secret.

Physical, Work Environment & Conditions: (please update) Ability to sit or stand for extended periods while supporting users and systems. Ability to lift and move IT equipment weighing up to 50 pounds. Ability to install and connect desktop equipment, monitors, peripherals, and communications devices. Ability to distinguish color-coded cabling and status indicators. Ability to crawl under desks, access wiring closets, and perform equipment installations. Ability to communicate effectively with users, technical staff, and command leadership.

This position description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts or working conditions associated with this job. This and all positions are eligible for organization-wide transfer. Management reserves the right to assign or reassign duties and responsibilities at any time.

Company Overview: FGS LLC is an international, leading-edge provider of technical services to include Secure Information Systems, Security and Engineering and Intelligence Analysis. Our turn-key solutions include the design, engineering, deployment operations, and sustainment of secure technology and critical infrastructure for the protection and safety of our customers' mission-critical information, processes, and personnel. Demonstrating an unyielding commitment to our customers, superior trust and dedication with our partners, and leading-edge technical expertise over the past seven years, FGS has experienced explosive growth providing superior services throughout the world, from North America and the Pacific Rim to the Middle East and Europe.

FGS provides secure, leading edge technology and process management services to military, government, and commercial clients worldwide.

FGS offers a generous compensation package including health, dental, vision, 401(k), group life insurance, educational reimbursement, among other benefits. We value our employees and strive to offer many opportunities for professional growth.

#cjpost – Information Technology

FGS, LLC is an Equal Opportunity Employer as to all protected groups, including protected veterans and individuals with disabilities.