Tier I Agent (Shift 3)

ASM Research • Arlington, VA

1d • Onsite

About The Position

The Tier 1 Agent provides entry-level classified technical support for enterprise storage and systems environments within Federal and Defense programs. This role supports a growing service desk operation and is responsible for customer-facing incident handling, storage administration support, backup and recovery activities, and ITSM-based case management. The position is designed for an early-career professional who can operate effectively in a structured environment while supporting mission-critical technical operations.

Requirements

• High school diploma or equivalent required.
• 0 to 2 years of relevant experience in technical support, systems administration, storage operations, or enterprise IT support.
• Meet DoDM 8410 with a minimum of CompTIA Security+ certification required.
• Foundational knowledge of operating systems, storage systems, Storage Area Networks (SAN), and backup and recovery solutions.
• Experience using IT Service Management (ITSM) tools for case tracking, incident documentation, and workflow management.
• Ability to work in a closely managed support role handling tasks of limited complexity.
• Active Secret security clearance required.
• S. Citizenship required.

Nice To Haves

• Associate’s or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience supporting classified, federal, or Department of Defense technical environments.
• Familiarity with enterprise support models and customer-facing technical operations.
• Exposure to storage performance monitoring, backup administration, or infrastructure troubleshooting in a production environment.
• Strong written and verbal communication skills with the ability to document technical issues clearly and communicate effectively with customers and stakeholders.
• Incident and problem management experience

Responsibilities

• Provide high-quality enterprise-level classified technical support to customers in accordance with established service level agreements.
• Serve as a customer-facing support resource by responding to incidents, providing timely status updates, and documenting troubleshooting and resolution details in the ITSM platform.
• Support the organization’s storage environment through capacity planning, allocation, monitoring, and optimization activities.
• Assist with planning, configuring, troubleshooting, and implementing storage hardware, software, and related operational procedures.
• Maintain efficient and reliable backup and recovery processes to support data protection and operational continuity.
• Troubleshoot operating systems, storage systems, SAN environments, and backup solutions, escalating issues as needed.
• Generate routine reports on storage usage, system status, and support activity.
• Maintain current and accurate documentation of infrastructure configurations, support procedures, troubleshooting steps, and case outcomes.
• Coordinate with internal support teams and third-party vendors to help drive timely issue resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED