IT Support Specialist II

Quanta Government Solutions, LLC•Houston, TX

11d•Hybrid

About The Position

Quanta Government Solutions is seeking an IT Support Specialist II to provide hands-on technical support across our enterprise environment. This role resolves escalated Tier 1 tickets, administers business application access and licensing, supports our Microsoft 365 environment, and delivers high-quality end-user support, escalating complex or unresolved issues to Tier 3. The ideal candidate brings solid Windows and M365 experience, a customer-first mindset, and willingness to travel to field locations as needed.

Requirements

Associate’s degree in IT, Computer Science, or a related field required; equivalent combination of education and hands-on experience may be considered in lieu of degree.
4–6 years of experience in an IT support or service desk role, with demonstrated progression from Tier 1 responsibilities.
Working knowledge of Microsoft 365 and Active Directory (Exchange Online, Teams, SharePoint, OneDrive, Intune, Azure AD, and on-prem/hybrid AD).
Proficiency supporting Windows 11 in a corporate domain environment; experience supporting iOS and Android mobile devices.
Working knowledge of endpoint security basics: BitLocker, MFA, and Conditional Access.
Working knowledge of basic networking fundamentals (DNS, DHCP, VPN, Wi-Fi) sufficient to troubleshoot end-user connectivity issues.
Experience supporting and troubleshooting common business and desktop applications.
Strong customer service orientation with excellent verbal and written communication skills.
Experience maintaining asset inventory records and supporting compliance audit documentation.
Experience with application account administration and software license management, including tracking seats, renewals, and reclamation.
Experience using AI productivity tools (Microsoft Copilot, Claude, ChatGPT) in a professional setting.
CompTIA A+ or equivalent experience.
Valid driver’s license with a clean driving record (required for travel to field locations).

Nice To Haves

Bachelor’s degree in information technology or a related field.
Experience with RMM platforms for remote support and device monitoring (NinjaRMM/NinjaOne preferred).
Familiarity with ITSM/ticketing platforms (ServiceNow, Jira, Freshservice, etc.).
Experience supporting government or defense contractor environments; familiarity with Microsoft 365 GCC or GCC-High compliance.
PowerShell, CMD, or equivalent scripting language for task automation and deployments.
Familiarity with Microsoft Cloud PC (Windows 365) and Azure Virtual Desktop (AVD).
Familiarity with Deltek Costpoint, Deltek Cobra, SAP Concur Expense, ADP, P6, and Autodesk Vault.
Microsoft 365 Certified: Fundamentals (MS-900).
CompTIA Network+, Security+, or equivalent.
ITIL Foundation Certification.

Responsibilities

Serve as the Tier 2 point of contact for endpoint-related issues (hardware, software, OS, and applications) escalated by Tier 1; independently resolve the majority of Tier 2 issues within scope and SLA targets, reserving escalation to Tier 3 or the responsible vendor for only the most complex or vendor-specific cases.
Support day-to-day Microsoft 365 and Active Directory operations (Exchange Online, Teams, SharePoint, OneDrive, Intune, Azure AD, on-prem/hybrid AD), including user/mailbox management, account administration, permissions, and M365 license assignment.
Deploy, configure, and support Windows 11 workstations, laptops, peripherals, and iOS/Android mobile devices; assist with device lifecycle tasks and endpoint security enrollment (BitLocker, MFA, Conditional Access).
Perform basic network connectivity troubleshooting (DNS, DHCP, VPN, Wi-Fi); escalate infrastructure-level issues to Tier 3.
Administer business application accounts and access — user provisioning/deprovisioning, role and permission assignments — and manage software license assignment, tracking, and renewals across supported applications; troubleshoot installations, updates, and basic configuration, escalating vendor-specific or complex issues to Tier 3.
Participate in a shared on-call rotation providing after-hours and weekend support for critical outages, and assist with Tier 1 ticket coverage during peak volume or staff absences.
Communicate technical solutions clearly to non-technical users, acting as a trusted point of contact for staff and leadership.
Maintain and audit asset inventory records; assist with evidence gathering and documentation for compliance audits.
Travel to company sites and project locations for on-site support and installations.
Contribute to IT support standard operating procedures and process documentation, identifying opportunities for efficiency improvements.
Assist with software license cost tracking and renewal forecasting, flagging underused or duplicate licenses for reclamation.
Document solutions, maintain knowledge base articles, and perform other duties as assigned.

Benefits

Comprehensive medical, dental, and vision insurance coverage
Company-paid life and disability insurance
Access to mental health support and resources
160 hours of paid time off per calendar year, prorated in the year of hire based on the employee’s start date, along with 11 company-observed paid holidays
Ongoing training and development programs
Career advancement opportunities to support professional growth
Tuition reimbursement for continued education
Employee recognition and rewards program
401(k) retirement savings plan with company match
Flexible Spending Account (FSA) and Health Savings Account (HSA) options (based on plan selection)
Maternity and paternity leave programs to support growing families