Help Desk Technician (Tier 2 Agent)

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 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.
• 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.

Qualifications

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.

Benefits