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).

Key Responsibilities
· 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.
• 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.

Qualifications
· 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.

Other Requirements

• 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)