IT Support Specialist II

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.

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

Requirements

• Must have 3–5+ years of progressively responsible IT help-desk,