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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Help Desk Support Specialist - Tier II - **Company:** A & T SYSTEMS INC - **Location:** Aberdeen Proving Ground, MD, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Active Directory, Cloud Computing, Collaborative Software, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Information Technology Operations, Networking Basics, Remote Service Software, Service Pack, TCP/IP, Enterprise Software Applications, Peripherals, Information Technology, Performance Monitor, Laptops - **Published:** August 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=20070619ed98f31a ## About the Role * Experience troubleshooting Windows operating systems and standard enterprise software applications. * Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and Active Directory. * Experience supporting enterprise-level IT environments. * DoD 8570/8140 compliant certification (e.g., Security+, A+, Network+, or equivalent). * Ability to obtain and maintain required security clearance. * Meet DoD Cyber Workforce Framework (DCWF) Code 411 requirements Desired Qualifications * Minimum three (3) years of experience in IT support or help desk operations. * Experience supporting Department of Defense (DoD) or Army installations. * Familiarity with IT service management (ITIL) principles. * Experience with remote support tools and ticketing systems. * Exposure to virtualization or cloud-based environments. ## Description The IT Help Desk Support Specialist - Tier II provides intermediate-level technical support for enterprise information technology systems under the IMCS IV contract at Aberdeen Proving Grounds (APG), MD. The Tier II Specialist resolves technical issues escalated from Tier I support and ensures reliable, secure, and compliant IT operations in accordance with Department of Defense (DoD), Army regulations, and contract requirements. The position supports mission readiness by maintaining operational continuity across end-user systems and services., * Troubleshoot and resolve hardware, software, operating system, and network connectivity issues escalated from Tier I. * Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals. * Provide support for enterprise applications, email systems, collaboration platforms, and authentication services. * Perform account management tasks including password resets, group membership updates, and access troubleshooting. * Escalate unresolved or complex issues to support or appropriate technical teams. * Assist with system imaging, deployments, upgrades, and technical refresh initiatives. Cybersecurity & Compliance * Ensure compliance with DoD cybersecurity policies and Army security requirements. * Apply security patches and updates in accordance with established procedures. * Assist with implementation of DISA Security Technical Implementation Guides (STIGs). * Identify and report potential security incidents in accordance with incident response protocols. * Maintain compliance with DoD 8140/8570 workforce certification requirements. Customer Support & Service Management * Document incidents, troubleshooting steps, and resolutions in the IT service management (ITSM) ticketing system. * Provide professional and timely customer support to installation personnel. * Participate in Service Level Agreement (SLA) monitoring and performance reporting. * Support after-hours or emergency response activities as required by contract. ## Related Videos - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Why segmenting your infrastructure into tiers makes your infrastructure design better](https://www.wearedevelopers.com/videos/1960-why-segmenting-your-infrastructure-into-tiers-makes-your-infrastructure-design-better) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)