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,