Support Jobs in Twentynine Palms, CA

1 job found

Include remote jobs

Today

IT Support Specialist II

Agil3 Technology Solutions (A3T) Twentynine Palms, CA

Twentynine Palms, CA

Today

Full time Active Directory End User Support Hardware Support

Apply Now

Job Description

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.

View full job page →

Get Support Jobs in Twentynine Palms, CA alerts

New Support Jobs in Twentynine Palms, CA, daily.