Senior IT Support Specialist II — DoD End-User Expert

Agil3 Technology Solutions, LLC; North Carolina; Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short Term & Long-Term Disability

401k Retirement Savings Plan with 401k

Paid Holidays

Paid Time Off (PTO)

Tuition and Professional Development

Parking/Travel Reimbursement

Job summary

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

You will interface with users, manage tickets, and resolve incidents across workstations, Microsoft 365, and end-user devices. Responsibilities include triage, documentation, and collaboration with security and engineering teams, ensuring timely resolution and adherence to SAARs and access-control procedures.

Qualifications

• Must have 3–5+ years of IT help-desk experience.
• Active DoD Secret clearance is required.
• Experience with Windows workstations, laptops, and peripherals.

Responsibilities

• Provide Tier I/II support via phone, remote tools, tickets, and in-person.
• Document, categorize, prioritize, and resolve incidents in the ticketing system.
• Perform initial triage and determine action for user-reported incidents.
• Troubleshoot hardware, OS, applications, peripherals, printers, and network access.
• Assist with user onboarding, workstation setup, and equipment moves.
• Support Active Directory user/computer accounts and password-management functions.
• Maintain accurate ticket documentation including resolution steps and escalation details.
• Escalate complex issues to appropriate technical teams.
• Provide status updates for unresolved/high-priority incidents.

Skills

Customer service

Troubleshooting

Remote support

Ticketing systems

Active Directory

Microsoft 365

Documentation

Communication skills

Education

Associate's or bachelor's degree in IT/CS/IS

Security+ or higher (DoD 8140/DCWF)

Tools

SCCM/MECM

Intune

ServiceNow

PowerShell

Job description

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

You will interface with users, manage tickets, and resolve incidents across workstations, Microsoft 365, and end-user devices. Responsibilities include triage, documentation, and collaboration with security and engineering teams, ensuring timely resolution and adherence to SAARs and access-control procedures.