Help Desk Technician (Tier 1 Agent)

Job Description

Job Description

The Tier 1 Agent serves as the first point of contact for all IT-related inquiries and incidents through the OneStop Help Desk. The agent provides initial troubleshooting, incident resolution for routine issues, and ensures accurate logging, routing, and escalation of tickets as needed. This role is critical to maintaining high levels of customer satisfaction and timely IT service delivery across headquarters, regional offices, and field staff.

Key Responsibilities

• Customer Support & Incident Handling
• Answer incoming calls, emails, and OneStop self-service tickets from end users.
• Provide first call resolution for common issues, including password resets, account unlocks, basic connectivity support, printer configuration, and application login issues.
• Deliver “white glove” support to VIPs, meeting the required SLA (1-hour response, 1 business day resolution).
• Ticket Management
• Log, track, and update all incidents and service requests in ServiceNow, ensuring compliance with agency ticketing SOPs.
• Document all work notes and resolutions; close tickets upon completion or document “no user response” per policy.
• Escalate unresolved issues to Tier 2 in accordance with the approved escalation matrix.
• Knowledge & Process Management
• Use and contribute to agency’s internal knowledge base, incorporating feedback from Tier 2 / 3 teams.
• Follow scripts, SOPs, and ServiceNow workflows for consistent ticket handling.
• Create problem tickets when trends emerge and alert Tier 2 staff and COR.
• Service Levels & Reporting
• Meet or exceed SLA performance metrics, including average speed to answer, abandon rate, first-level resolution rate, and customer satisfaction targets
• Participate in periodic training when new hardware, software, or procedures are introduced.
• Support Help Desk utilization tracking and provide feedback for process improvements.

Qualifications

Other Requirements

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 :

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