IT Support Specialist II

Agil3 Technology Solutions (A3T) is seeking an IT Support Specialist II to deliver Tier I and Tier II technical, desktop, and end-user support within a U.S. Government IT environment. In this onsite role in Twentynine Palms, CA, you will act as a primary point of contact for users, working incidents and service requests through a Government-approved ticketing system.

The position involves hands-on troubleshooting across endpoints and end-user systems, coordinating escalations when issues fall outside your assigned boundary, and maintaining complete, accurate documentation from intake through resolution.

Responsibilities

• Provide Tier I and Tier II technical support to users via 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.
• Conduct initial technical triage and determine the appropriate path for user-reported incidents.
• Troubleshoot workstation hardware, operating systems, applications, peripherals, printers, connectivity, and user-access problems.
• Deliver 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.
• Help with user account creation, modification, administration, and troubleshooting in line with established security and access-control procedures.
• Support Active Directory user and computer account functions using authorized administrative privileges.
• Assist users with password, authentication, account-access, and permissions-related issues.
• Support and process 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 break/fix activities and hardware installation, replacement, and troubleshooting 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 incidents are fully resolved and restore users to operational status before closing tickets.
• Maintain accurate, complete ticket documentation, including problem descriptions, troubleshooting actions, resolution steps, escalation notes, 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 for incidents involving 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 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.

Requirements

• 3–5+ years of progressively responsible IT help-desk, desktop-support, technical-support, or end-user computing experience.
• Active DoD Secret security clearance.
• Must meet applicable DoD 8140/DCWF requirements for Work Role 451 at the Intermediate proficiency level (Security+ or higher).
• 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.

Technologies

• Tier I/Tier II
• Microsoft 365
• Microsoft Configuration Manager (SCCM/MECM)
• Intune
• ServiceNow
• Active Directory
• System Authorization Access Requests (SAARs)
• NIPRNet
• SIPRNet
• DoD 8140/DCWF
• Work Role 451
• Security+
• TCP/IP
• DNS
• DHCP
• Wired/wireless connectivity
• PowerShell
• ITIL
• Remote-support tools
• Remote-desktop technologies
• CompTIA A+

Benefits

• 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)

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.