Tier I Agent (Day Shift) Secret Clearance Required Full-Time Onsite: Arlington, VA Pay Range: $20.48-$38.82/HR Job Description: 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. Key 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. Required Qualifications * 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 8140 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. * A ctive Secret security clearance required. * U.S. Citizenship required. * Candidates must be willing and able to work 3rd shift (overnight) hours once training is complete. Preferred Qualifications * 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 #cjpost