Technical Support Specialist 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 an experienced Technical Support Specialist (Technical Support II) to provide operational and service desk support for the Ask VA Microsoft Dynamics 365 CRM and its integrations with VA.gov and other enterprise systems. As a Technical Support Specialist, you will be responsible for triaging, troubleshooting, and resolving system issues, while documenting defects and coordinating with developers to drive fixes and enhancements. You will serve as the first line of escalation for technical issues, ensuring system stability, compliance, and responsiveness to VA staff and Veterans. This is a hands-on role requiring strong technical troubleshooting skills, experience with enterprise CRM platforms, and the ability to work closely with engineering, product, and QA teams in an Agile delivery environment.

Key Responsibilities

• Provide Tier II/III service desk support for Microsoft Dynamics 365 CRM, including issue triage, troubleshooting, and resolution.
• Document support tickets and defects in JIRA or other backlog management tools, escalating issues to engineering as needed.
• Assist in validating bug fixes and regression testing to ensure system stability.
• Monitor CRM system performance and support real-time incident response in alignment with VA's O&M requirements.
• Collaborate with developers, testers, and product managers to prioritize defects and enhancements.
• Contribute to system documentation, including runbooks, troubleshooting guides, and operational playbooks.
• Participate in Agile/Scrum ceremonies, providing input on support issues and operational priorities.

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

Preferred Experience

• 5+ years of technical support or service desk experience in enterprise IT environments.
• Hands-on experience with Microsoft Dynamics 365 CRM administration, troubleshooting, or support.
• Familiarity with Azure AD, O365, and enterprise identity/access management tools.
• Experience using JIRA, ServiceNow, or similar ticketing systems.
• Strong knowledge of ITIL-based service management practices.
• Exposure to VA or other federal IT environments, with an understanding of compliance and security requirements.
• Ability to work effectively in an Agile/Scrum environment, contributing to sprint planning and backlog refinement.
• Excellent communication skills, with the ability to explain technical issues clearly to both technical and non-technical stakeholders.

(#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.