Tier I Service Desk Agent

Tier I Service Desk Agents provide the first line of customer support for the contract, offering 24x7x365 assistance to organizational employees, contractors, Participating Government Agencies (PGAs), and trade partners.

Agents serve as the initial point of contact, resolving common IT issues, escalating complex incidents, and ensuring that all tickets and communications meet established quality and performance standards.

Key Responsibilities Answer and respond to incoming calls, chats, self-service tickets, and emails from customers, PGAs, and trade partners.

Document all incidents and requests in the Government-provided IT Service Management (ITSM) tool (e.g., ServiceNow), capturing troubleshooting steps and resolution actions.

Provide first-level triage and resolution for issues including :

• Organizational proprietary and COTS applications Email and messaging connectivity Mobile devices (phones, tablets) Hardware (desktops, laptops, printers, scanners, cameras, routers, video equipment) Network connectivity and workstation login issues Password resets and account unlocks (in line with organizational security procedures) Remote connectivity via VPN or Workplace tools Escalate incidents to Tier II support or vendor partners when necessary, ensuring proper ticket documentation and handoff.
• Participate in major incident handling, escalating and tracking incidents that impact multiple users or high-priority VIP customers.
• Conduct customer Portal validation checks (e.g., accessibility testing every 3 hours and post-maintenance validation).
• Provide bilingual support (Spanish / English) as needed for customer-related calls and incidents.
• Communicate ticket status and resolution updates to customers in a timely, professional manner.
• Adhere to all Standard Operating Procedures (SOPs), knowledge articles, and scripted responses to ensure consistency and compliance.
• Contribute to continuous improvement by reporting recurring issues, documenting knowledge gaps, and suggesting SOP refinements.

M inimum Qualifications Education :

Experience :

Certifications :

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Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001 :

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