IT Support Specialist II

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 assistanceReceive, create, document, categorize, prioritize, manage, and resolve incidents and service requests in the Government-approved IT service-management systemPerform initial technical triage and determine the appropriate course of action for user-reported incidentsTroubleshoot workstation hardware, operating systems, applications, peripherals, printers, connectivity, and user-access problemsProvide remote and deskside support for end-user computing devicesInstall, configure, troubleshoot, and support approved client applications and softwareSupport Microsoft 365 applications and services used by customer personnelAssist with user account creation, modification, administration, and troubleshooting in accordance with established security and access-control proceduresSupport Active Directory user and computer account functions within authorized administrative privilegesAssist users with password, authentication, account-access, and permissions-related issuesSupport and process applicable System Authorization Access Requests (SAARs) and related account-access documentationImage, configure, deploy, refresh, and troubleshoot end-user computing devices using Government-approved tools and proceduresInstall approved operating-system updates, application updates, security patches, and software fixesSupport hardware installation, replacement, troubleshooting, and break/fix activities for desktops, laptops, monitors, docking stations, peripherals, and related equipmentInstall, configure, and troubleshoot local and network printers and associated peripheralsSupport Government-furnished mobile and end-user devices as assignedIssue and receive IT equipment and assist with applicable equipment accountability and inventory proceduresVerify that incidents are fully resolved and restore users to operational status before closing ticketsMaintain accurate and complete ticket documentation, including problem descriptions, troubleshooting actions, resolution steps, escalation information, and closure detailsEscalate unresolved or complex technical issues to Systems Administrators, Systems Engineers, Network Engineers, Cloud Engineers, Cybersecurity personnel, or other appropriate technical teamsCoordinate with support organizations when incidents involve NIPRNet or SIPRNet services outside the technician's assigned support boundaryMonitor assigned tickets and ensure incidents and service requests are addressed within established service-level and performance requirementsProvide status updates to users and technical leadership for unresolved or high-priority incidentsIdentify recurring technical problems and communicate trends to technical leads for further problem management and root-cause analysisDevelop and maintain work instructions, troubleshooting procedures, frequently asked questions, and other user-support documentationAssist with new-user onboarding, workstation setup, equipment issuance, and access requirementsAssist with equipment moves, additions, changes, technology refreshes, and workstation deploymentsSupport cybersecurity personnel by promptly reporting suspected cybersecurity incidents, malware, unauthorized activity, or other security concernsProvide 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 experienceMust have an active DoD Secret security clearanceMust 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 environmentExperience troubleshooting Windows workstations, laptops, operating systems, applications, and peripheral devicesExperience supporting Microsoft 365 applications and servicesWorking knowledge of Active Directory, user accounts, permissions, authentication, and password-management functionsExperience installing, configuring, imaging, deploying, and troubleshooting desktop and laptop computersExperience installing and troubleshooting client applications and softwareExperience supporting network and local printers and associated peripheral equipmentExperience using enterprise IT service-management/ticketing systemsUnderstanding of incident management, service requests, escalation, prioritization, and ticket documentationWorking knowledge of basic TCP/IP, DNS, DHCP, wired/wireless connectivity, and network troubleshootingAbility to distinguish endpoint problems from systems, network, application, account, or cybersecurity problems and escalate appropriatelyAbility to develop clear technical documentation and user instructionsStrong analytical and troubleshooting skillsStrong customer-service, interpersonal, verbal, and written communication skillsAbility 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 disciplineCompTIA A+ or comparable desktop-support certificationMicrosoft certification applicable to Windows, Microsoft 365, or endpoint administrationExperience with Microsoft Configuration Manager (SCCM/MECM), Intune, or comparable endpoint-management toolsExperience with ServiceNow or another enterprise ITSM platformExperience with remote-support and remote-desktop technologiesExperience with PowerShell or basic administrative scriptingITIL Foundation certification or experience operating within an ITIL-based service environmentExperience supporting NIPRNet and/or SIPRNet environmentsPrevious 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 InsuranceDental InsuranceVision InsuranceLife InsuranceShort Term & Long-Term Disability401k Retirement Savings Plan with Company MatchPaid HolidaysPaid Time Off (PTO)Tuition and Professional Development AssistanceParking/Travel Reimbursement (metropolitan areas) Powered by JazzHR 333CgDA1eK