DoD IT Support Specialist II — Tier I/II Help Desk

Agil3 Technology Solutions (A3T); United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short/Long Term Disability

401k with Company Match

Paid Holidays

Paid Time Off

Tuition and Professional Development

Job summary

Agil3 Technology Solutions LLC (A3T) seeks an experienced IT Support Specialist II to provide Tier I/II desktop and end-user support for the U.S. Government IT environment.

You will troubleshoot workstations, Microsoft 365 apps, AD accounts, printers, and networked devices, document incidents, and escalate to specialized teams as needed. You will work within government-approved ticketing and security procedures, ensuring incidents are resolved and users return to operations promptly, while

Qualifications

• 3–5+ years of progressively responsible IT help-desk/desktop-support experience.
• Active DoD Secret security clearance.
• DoD 8140/DCWF requirements for Work Role 451 at Intermediate level (Security+ or higher).
• Experience in Tier I/Tier II technical support in a professional enterprise environment.
• Experience troubleshooting Windows workstations, laptops, OS, applications, and peripherals.
• Experience supporting Microsoft 365 applications and services.
• Working knowledge of Active Directory, user accounts, permissions, authentication, and password-management functions.
• Experience imaging, deploying, and troubleshooting desktop/laptop computers.
• Experience with enterprise IT service-management/ticketing systems.
• Understanding of incident management, service requests, escalation, prioritization, and ticket documentation.

Responsibilities

• Provide Tier I and Tier II technical support to users by phone, remote tools, tickets, and in-person assistance.
• Document, categorize, prioritize, and resolve incidents and service requests in the ticketing system.
• Perform initial technical triage and determine appropriate actions.
• Troubleshoot hardware, OS, applications, peripherals, printers, and connectivity issues.
• Provide remote and deskside support for end-user devices.
• Install, configure, and troubleshoot client applications and software.
• Support Microsoft 365 applications and services.
• Assist with user account creation, modification, and troubleshooting per security procedures.
• Escalate complex issues to Systems Admins or Engineers as needed.
• Image, configure, deploy, and troubleshoot end-user devices using government-approved tools.
• Maintain ticket documentation and provide status updates to users and leadership.

Skills

Tier I/Tier II support

Windows troubleshooting

Microsoft 365 support

Customer service

Documentation

Education

Security+ or higher

Associate or Bachelor’s in IT

Tools

Active Directory

SCCM/MECM

Intune

ServiceNow

PowerShell

Job description

Agil3 Technology Solutions LLC (A3T) seeks an experienced IT Support Specialist II to provide Tier I/II desktop and end-user support for the U.S. Government IT environment.

You will troubleshoot workstations, Microsoft 365 apps, AD accounts, printers, and networked devices, document incidents, and escalate to specialized teams as needed. You will work within government-approved ticketing and security procedures, ensuring incidents are resolved and users return to operations promptly, while