IT Support Specialist II

Agil3 Technology Solutions (A3T); San Onofre (CA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k Retirement Savings with Company匹

Job summary

Agil3 Technology Solutions LLC is seeking an experienced IT Support Specialist II to deliver Tier I/II technical and end-user support in a U.S. Government IT environment.

You will handle workstations, Windows OS, Microsoft 365, Active Directory, and security-conscious procedures while documenting incidents in the approved ticketing system. You will serve as the primary interface for users and coordinate with senior engineers, cybersecurity staff, and systems teams as needed.

Qualifications

• 3–5+ years in IT help-desk or end-user computing.
• Active DoD Secret clearance required.
• DoD 8140/DCWF Work Role 451 Intermediate or higher (Security++).
• Experience with Windows workstations, laptops, and peripherals.
• Experience supporting Microsoft 365 apps and services.
• Familiar with AD, authentication, and password management.

Responsibilities

• Provide Tier I/II support via phone, remote tools, tickets, and in-person.
• Document, triage, and resolve incidents in the government ticketing system.
• Troubleshoot hardware, OS, applications, printers, and connectivity.
• Assist with user onboarding, account creation, and SAAR processes.
• Image, deploy, patch, and troubleshoot end-user devices.
• Support printers, mobile devices, and device inventory procedures.
• Escalate complex issues to higher-tier engineers and cybersecurity when needed.
• Maintain accurate ticket records and provide status updates to users.

Skills

DoD Secret clearance

Active Directory

Microsoft 365

Troubleshooting

Remote support

PowerShell

Customer service

End-user computing

Education

Associate's or Bachelor's degree in IT/CS/IS or related

Tools

SCCM/MECM

Intune

ServiceNow

Job description

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 elevate 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 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.

Minimum Experience

• Must have 3–5+ years of progressively responsible IT help-desk, desktop-support, technical-support, or end-user computing experience.
• Must have an active DoD Secret security clearance.
• Must 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 environment.
• Experience troubleshooting Windows workstations, laptops, operating systems, applications, and peripheral devices.
• Experience supporting Microsoft 365 applications and services.
• Working knowledge of Active Directory, user accounts, permissions, authentication, and password-management functions.
• Experience installing, configuring, imaging, deploying, and troubleshooting desktop and laptop computers.
• Experience installing and troubleshooting client applications and software.
• Experience supporting network and local printers and associated peripheral equipment.
• Experience using enterprise IT service-management/ticketing systems.
• Understanding of incident management, service requests, escalation, prioritization, and ticket documentation.
• Working knowledge of basic TCP/IP, DNS, DHCP, wired/wireless connectivity, and network troubleshooting.
• Ability to distinguish endpoint problems from systems, network, application, account, or cybersecurity problems and elevate appropriately.
• Ability to develop clear technical documentation and user instructions.
• Strong analytical and troubleshooting skills.
• Strong customer-service, interpersonal, verbal, and written communication skills.
• Ability 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 discipline.
• CompTIA A+ or comparable desktop-support certification.
• Microsoft certification applicable to Windows, Microsoft 365, or endpoint administration.
• Experience with Microsoft Configuration Manager (SCCM/MECM), Intune, or comparable endpoint-management tools.
• Experience with ServiceNow or another enterprise ITSM platform.
• Experience with remote-support and remote-desktop technologies.
• Experience with PowerShell or basic administrative scripting.
• ITIL Foundation certification or experience operating within an ITIL-based service environment.
• Experience supporting NIPRNet and/or SIPRNet environments.
• Previous 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 Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)