IT Support Specialist II – DoD IT, Tier I/II Expert

Agil3 Technology Solutions, LLC; Hawaii; On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k with company match

Paid Holidays

Paid Time Off

Job summary

Agil3 Technology Solutions LLC in Hawaii seeks an experienced IT Support Specialist II to provide Tier I/II support for the U.S. Government IT environment, handling workstations, Microsoft 365, printers, and end-user devices.

You will document, troubleshoot, and elevate incidents through the government-approved ticketing system. The ideal candidate has 3–5+ years of IT help-desk experience, active DoD Secret clearance, Security+ or higher, and solid knowledge of Active Directory,

Qualifications

• 3–5+ years of progressively responsible IT help-desk/end-user computing experience.
• Active DoD Secret clearance required.
• DoD 8140/DCWF Work Role 451 at Intermediate proficiency (Security+ or higher).
• Experience in professional enterprise IT support environments.
• Experience troubleshooting Windows workstations, laptops, OSes, applications, peripherals.
• Experience supporting Microsoft 365 applications and services.
• Working knowledge of Active Directory, user accounts, permissions, authentication, and password management.
• Experience imaging, deploying, and troubleshooting desktop and laptop computers.
• Experience with enterprise ITSM/ticketing systems.
• Understanding of incident management, service requests, escalation, prioritization, and ticket documentation.
• TCP/IP, DNS, DHCP, wired/wireless connectivity, and network troubleshooting basics.

Responsibilities

• Provide Tier I and Tier II technical support to users via phone, remote tools, tickets, and in-person help.
• Document, categorize, prioritize, and resolve incidents and service requests in the government ITSM system.
• Perform initial triage and determine appropriate action for incidents.
• Troubleshoot workstation hardware, OS, applications, peripherals, printers, and access issues.
• Provide remote and deskside support for end-user computing devices.
• Install, configure, and support approved client applications and software.
• Support Microsoft 365 applications and services.
• Assist with user account creation, modification, and troubleshooting per security procedures.
• Support Active Directory account functions and permissions.
• Assist with SAARs and related access documentation.
• Image, configure, deploy, refresh, and troubleshoot end-user devices.
• Install OS/apps updates and security patches.
• Assist with equipment moves, deployments, and asset accountability.
• Escalate complex issues to higher technical teams as needed.
• Maintain accurate ticket documentation and status updates.
• Monitor tickets and ensure SLAs are met and resolved.
• Develop technical documentation and user instructions.

Skills

IT help-desk

DoD clearance

Security+ or higher

Active Directory

Windows troubleshooting

Microsoft 365

Ticketing systems

End-user computing

Remote support

Education

Associate's or Bachelor's in IT or related field

Tools

SCCM/MECM

Intune

ServiceNow

PowerShell

Job description

Agil3 Technology Solutions LLC in Hawaii seeks an experienced IT Support Specialist II to provide Tier I/II support for the U.S. Government IT environment, handling workstations, Microsoft 365, printers, and end-user devices.

You will document, troubleshoot, and elevate incidents through the government-approved ticketing system. The ideal candidate has 3–5+ years of IT help-desk experience, active DoD Secret clearance, Security+ or higher, and solid knowledge of Active Directory,