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 escalate 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 escalate 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.

IT Support Specialist II

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