Technical IT Support Technician II

Who We Are

Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients.

Our employees have voted us as a 'Best Place to Work' 9 times and we are an INC 5000 recipient for being one of the fastest growing businesses in the United States.

Our Values: People First, Servant Leadership, Deliver and Inspire Excellence, Do the right thing!

What You'll Do

IronArch is seeking a proactive and technically skilled Technical IT Support Technician II to provide Tier 2 support across a suite of enterprise tools supporting the Department of Veterans Affairs (VA). This position plays a critical role in ensuring seamless operations, enabling VA staff and contractor teams to deliver high-quality digital services to Veterans.

As a Tier 2 technician, you will address escalated incidents requiring advanced troubleshooting, configuration resolution, and integration support. You will also collaborate with higher-tier support teams and contribute to continuous improvement efforts by analyzing issue trends and feeding insights into documentation and training enhancements.

Key Responsibilities

• Diagnose and resolve escalated incidents from Tier 1 involving configuration issues, system integration errors, and advanced user challenges.
• Document root cause analysis and maintain detailed records of incidents in alignment with Service Level Agreements (SLAs).
• Assist users with tools enclave integrations and provide guidance on connecting software across platforms.
• Support continuous improvement efforts by identifying and documenting integration pain points or recurring issues.
• Escalate unresolved or complex issues to Tier 3 following established protocols.
• Work collaboratively with Help Desk III and engineering teams to validate issue resolutions and updates.
• Provide feedback and recommendations to improve user support documentation and training materials.
• Contribute to trend analysis reporting on frequent or emerging issues.

• Public Trust Clearance or higher (ability to obtain and maintain required background investigation)

Preferred Experience

• 4-6 years of experience in IT or DevSecOps technical support roles.
• Experience supporting commercial and open-source software platforms in enterprise environments.
• Prior work in a Tier 2 support role within a federal agency or similarly structured support organization.
• Familiarity with ticketing systems such as ServiceNow or Jira.
• Understanding of DevSecOps practices, CI/CD toolchains, and cloud/on-premise hybrid environments.
• Strong communication skills and a collaborative approach to problem-solving.

#LI-remote

Why IronArch Technology?

• Awarded Best Place to Work 9 times!
• Competitive compensation and market-leading bonus opportunities
• Medical, dental and vision benefits where a significant portion of the premium is subsidized by IronArch. For qualifying high deductible health plans, IronArch also contributes towards a Health Reimbursement Account to cover eligible medical expenses
• Company-provided healthcare concierge assistance to help explain your coverage in plain language; help you find, choose, and schedule quality care; and address billing, benefit, or claims concerns, potentially saving hours of your time
• 401(k) retirement plan where the company contributes dollar for dollar up to 3 percent, and 50 cents on the dollar for the 4th and 5th percent with immediate entry and immediate vesting
• 20 days of PTO accumulated per calendar year
• 11paid holidays
• Bereavement, jury duty, parental (maternity/paternity/adoption), and military leaves
• Sabbatical programs
• Company-paid short- and long-term disability
• Company-paid life insurance
• Voluntary life, accidental and indemnity income replacement benefits
• Professional development reimbursement
• Health club reimbursement
• Matching donation program and annual philanthropic activities
• Pet insurance
• And more!

Apply today to learn why IronArch Technology has been recognized as "Best Place to Work" for 9 years!

IronArch Technology is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

In alignment with applicable state and local pay transparency laws, IronArch includes a salary range in our job descriptions to support equity and transparency in our hiring process. The compensation range provided reflects what we reasonably expect to offer for this role, with the final offer determined by a variety of factors including skills, experience, and scope of responsibilities.

In alignment with applicable state and local pay transparency laws, IronArch includes a salary range in our job descriptions to support equity and transparency in our hiring process. The compensation range provided reflects what we reasonably expect to offer for this role, with the final offer determined by a variety of factors including skills, experience, and scope of responsibilities.