IT Support Specialist II

• 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 technicians 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.

• Must have 35 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.

• Associates or bachelors 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.

Agil3 Technology Solutions LLC (A3T) is a Northern Virginia based ISO 9001 ISO 20000-1 & ISO 27001 Certified Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9 and on the list for last 4 years!) A3T is experiencing industry leading recognition and addition to the CEOs recognition as an All-Star Entrepreneur A3T is recognized by Inc Magazine as one of the fastest growing companies in the country by Vet 50 as Fastest Growing Veteran-Owned Businesses and is featured in CyberSecurity Ventures / Cybercrime Magazine! As a go-to Women-Owned Cybersecurity company in US and internationally. As part of our growth we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)