Talent.com
Help Desk Technician (Tier 2 Agent)
Help Desk Technician (Tier 2 Agent)Agil3 Technology Solutions (A3T) • Alexandria, VA, US
Help Desk Technician (Tier 2 Agent)

Help Desk Technician (Tier 2 Agent)

Agil3 Technology Solutions (A3T) • Alexandria, VA, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

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)

    • Powered by JazzHR

    UP3PXgVTun

    Create a job alert for this search

    Help Desk Technician • Alexandria, VA, US