Tier II IT Support Specialist - Windows, 365 & AD

A3T (Agil3 Technology Solutions); Hawaii; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Paid Holidays

PTO

Job summary

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

You will act as the primary interface for end-users, troubleshoot workstations, applications, user accounts, and Microsoft 365 services, and document incidents in the government-approved ticketing system. Responsibilities include triage, escalation to specialist teams, and maintaining thorough ticket records.

Qualifications

• 3–5+ years in IT help-desk or end-user computing
• Active DoD Secret clearance
• DoD 8140/DCWF Work Role 451 Intermediate level (Security+ or higher)
• Experience with Windows, Microsoft 365, Active Directory and printers
• Experience with enterprise ITSM/ticketing systems
• Ability to document technical processes clearly
• Strong customer-service and communication skills
• Ability to work independently within an enterprise support org

Responsibilities

• Provide Tier I and II support via phone, remote tools, tickets, and in-person
• Manage incidents in government ITSM system
• Triage incidents and determine corrective actions
• Troubleshoot hardware, OS, apps, peripherals, and printers
• Support Microsoft 365 applications and services
• Assist with user account management and SAARs documentation
• Image, configure, deploy, and troubleshoot end-user devices
• Coordinate with cybersecurity and enterprise teams as needed
• Maintain accurate ticket documentation and escalation procedures
• Provide status updates to users and leadership

Skills

Customer service

Analytical troubleshooting

Communication

Independent work

Education

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

Tools

CompTIA A+

Microsoft 365

SCCM/MECM

Intune

ServiceNow/ITSM

Job description

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

You will act as the primary interface for end-users, troubleshoot workstations, applications, user accounts, and Microsoft 365 services, and document incidents in the government-approved ticketing system. Responsibilities include triage, escalation to specialist teams, and maintaining thorough ticket records.