Help Desk Technician (Tier 2 Agent)

The Tier 2 Agent provides on-site and advanced technical support to the agency staff at headquarters (Alexandria, VA) and regional offices (Austin, TX; Tempe, AZ). Tier 2 Agents handle escalated incidents from Tier 1, resolve hardware/software issues that require desk-side intervention, and ensure timely service delivery per Service Level Agreements (SLAs). They are critical in bridging the gap between initial help desk triage and Tier 3 engineering support.

Key ResponsibilitiesQualificationsOther Requirements

• Incident Resolution & Escalation
• Provide desk-side troubleshooting and resolution of escalated tickets, including workstation hardware, operating systems, VPN, remote connectivity, printers, and peripheral devices
• Resolve complex application support issues (e.g., Microsoft 365, ServiceNow, enterprise business apps)
• Escalate unresolved issues to Tier 3, documenting all steps and maintaining clear communication with end users
• On-Site Presence
• Maintain a dedicated full-time presence at headquarters in Alexandria
• Ensure minimum on-site coverage of one FTE three (3) days per week at both Austin, TX and Tempe, AZ regional offices
• Deliver VIP/“white glove” support for executives and senior leadership, including on-site event or travel support when needed
• Hardware/Software Support
• Install, configure, and maintain laptops, desktops, mobile devices, and related hardware
• Provide support for software rollouts, updates, and patching in collaboration with engineering teams
• Ensure compliance with agency security policies and configuration standards
• Knowledge Management & Documentation
• Update and maintain troubleshooting knowledge articles in ServiceNow
• Document recurring issues and contribute to problem management activities
• Provide feedback to Tier 1 agents to reduce escalations and improve first-call resolution rates
• Service Level & Customer Support
• Meet SLA targets for response and resolution, ensuring excellent customer satisfaction
• Support continuity of coverage during leave, surge events, or special projects
• Participate in IT asset moves, adds, changes, and accountability as directed
• Education & Experience:
• Associate’s degree or higher in IT-related field preferred
• 3–5 years of IT support experience, with at least 2 years in a desk-side / Tier 2 support role
• Technical Skills:
• Strong troubleshooting skills with Windows 10/11, Microsoft 365, VPN, Active Directory, and mobile device management
• Familiarity with ServiceNow (or similar ITSM ticketing platforms)
• Knowledge of imaging, patching, and endpoint security tools
• Certifications (Preferred):
• CompTIA A , Network , or Security
• ITIL v3/v4 Foundations
• HDI Desktop Support Technician (preferred)
• Soft Skills:
• Strong communication and customer service orientation
• Ability to work independently on-site, while coordinating with Tier 1 and Tier 3 teams
• Professional demeanor when supporting executives and VIPs
• Must pass background investigation
• Must be a U.S. Citizen
  
  

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)
  
  

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