IT Support Specialist II (Tier 1–2) – DoD Environment

Agil3 Technology Solutions (A3T); Twentynine Palms (CA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short/Long Disability

401k with company match

Paid Holidays

PTO

Tuition and Professional Development

Parking/Travel Reimbursement

Job summary

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

You will serve as the primary interface, handling workstations, Microsoft 365, peripherals, and end-user devices, while documenting incidents and coordinating with cybersecurity teams. You must have 3–5+ years of relevant IT support experience, an active DoD Secret clearance, and knowledge of AD, Windows, and enterprise ITSM.

Qualifications

• 3–5+ years of progressively responsible IT help-desk or end-user computing experience.
• Active DoD Secret security clearance required.
• DoD 8140/DCWF Work Role 451 Intermediate proficiency (Security+ or higher).
• Experience troubleshooting Windows workstations, laptops, OS, applications, and peripherals.
• Experience with Microsoft 365 apps and services.
• Knowledge of Active Directory user/computer accounts, permissions, and password management.
• Experience imaging, deploying, and troubleshooting desktops/laptops.
• Experience with enterprise ITSM/ticketing systems.
• Understanding incident management, service requests, escalation, and ticket documentation.

Responsibilities

• Provide Tier I and II technical support to users via phone, remote tools, tickets, and in-person assistance.
• Document, categorize, prioritize, and resolve incidents and service requests in the ITSM system.
• Perform initial triage and determine actions for user-reported incidents.
• Troubleshoot hardware, OS, apps, peripherals, printers, and connectivity issues.
• Support end-user devices remotely and on-site.
• Install, configure, and troubleshoot client applications and software.
• Assist with SAARs and account-access documentation.
• Maintain ticket documentation and escalate unresolved issues as needed.
• Coordinate with cybersecurity and other teams for complex incidents.
• Provide status updates to users and leadership on high-priority incidents.

Skills

IT help-desk

Windows troubleshooting

Microsoft 365

Active Directory

Customer service

Problem solving

Education

Associate's or Bachelor's in IT related field

Tools

ServiceNow

SCCM/MECM

Intune

PowerShell

Remote-desktop tools

Job description

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

You will serve as the primary interface, handling workstations, Microsoft 365, peripherals, and end-user devices, while documenting incidents and coordinating with cybersecurity teams. You must have 3–5+ years of relevant IT support experience, an active DoD Secret clearance, and knowledge of AD, Windows, and enterprise ITSM.