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 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.

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.

Provide support for software rollouts, updates, and patching in collaboration with engineering teams.

Ensure compliance with agency security policies and configuration standards.

Document recurring issues and contribute to problem management activities.

Provide feedback to Tier 1 agents to reduce escalations and improve first-call resolution rates.

Support continuity of coverage during leave, surge events, or special projects.

Participate in IT asset moves, adds, changes, and accountability as directed.

Qualifications

Knowledge of imaging, patching, and endpoint security tools.

HDI Desktop Support Technician (preferred).

Citizen.   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 :