Talent.com
Help Desk Technician (Tier 2 Agent)
Help Desk Technician (Tier 2 Agent)Agil3 Technology Solutions (A3T) • *Austin, TX, US
Help Desk Technician (Tier 2 Agent)

Help Desk Technician (Tier 2 Agent)

Agil3 Technology Solutions (A3T) • •Austin, TX, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
  • [filters_job_card.quick_apply]
[job_card.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).

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

  • 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
    • [job_alerts.create_a_job]

    Help Desk Technician • *Austin, TX, US

    [internal_linking.related_jobs]
    Evidence Technician (On-Site)

    Evidence Technician (On-Site)

    KLDiscovery • Austin, TX, United States
    [job_card.full_time]
    KLDiscovery, a leading global provider of electronic discovery, information governance and data recovery services, is currently seeking an Evidence Technician. The position manages incoming eDiscove...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Tire Service Technician - Bee Cave

    Tire Service Technician - Bee Cave

    Discount Tire • Austin, TX, US
    [job_card.part_time]
    Overview : PART-TIME TIRE TECHNICIAN- Bee Cave Join The Nation's Largest Pit Crew At Discount Tire, we change more than tires. As Part-Time Tire Technician, you are the backbone of our success, keepi...[show_more]
    [last_updated.last_updated_variable_hours] • [promoted] • [new]
    Help Desk Technician

    Help Desk Technician

    INSPYR Solutions • Austin, TX, US
    [job_card.full_time]
    US Citizen, GC Holders or Authorized to Work in the U.The Service Desk Technician will join the Global Support team to gain familiarity with and assists team members in resolving hardware and softw...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Help Desk Technician (Austin)

    Help Desk Technician (Austin)

    Seneca Resources • Austin, TX, US
    [job_card.full_time] +2
    Our public sector client in Austin, TX is seeking a.IT operations for internal staff.In this role, you will provide.You will troubleshoot and resolve issues related to hardware, software, user acco...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Help Desk Technician

    Help Desk Technician

    Seneca Resources • Austin, TX, United States
    [job_card.full_time] +1
    Our public sector client in Austin, TX is seeking a.IT operations for internal staff.In this role, you will provide.You will troubleshoot and resolve issues related to hardware, software, user acco...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Service Desk Analyst

    Service Desk Analyst

    TEKsystems • Austin, TX, United States
    [job_card.full_time]
    Client is looking to hire a Service Desk Analyst.Team is currently growing in size due to higher call volume and incoming tickets. Responsibilities include, but are not limited to : .Phone, email, and...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Gaming Support Agent (Remote)

    Gaming Support Agent (Remote)

    Staffmark Group • Austin, TX, United States
    [filters.remote]
    [job_card.full_time]
    Turn Your Game Knowledge Into a Career - Support the Players Who Play to Win.A fast-growing, gaming-focused support operation is looking for a. This role is built for true gamers-your hands-on exper...[show_more]
    [last_updated.last_updated_1_hour] • [promoted] • [new]
    Scaffold E / D Helper 2

    Scaffold E / D Helper 2

    Sunbelt Rentals • Austin, TX, United States
    [job_card.full_time]
    Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry.From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Support Engineer II

    Support Engineer II

    TEKsystems • Austin, TX, United States
    [job_card.temporary]
    Duration : 6 month contract with potential for extension / conversion.Base level • •aviation knowledge, and computer skills •. Part 107 or • •other aviation certificate •.Detailed knowledge of basic comput...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Service Desk Technician

    Service Desk Technician

    TEKsystems • Austin, TX, United States
    [job_card.full_time]
    Job Title : • Service Desk Analyst.Schedule : •Monday-Friday, 7 : 00 AM-3 : 30 PM (Hybrid : 3 days onsite, 2 days remote after 90 days). Approximate Start Date : • December 15, 2025.Type : •Contract (18 months...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Support Engineer I

    Support Engineer I

    Alliance Technical Group • Austin, TX, United States
    [job_card.full_time]
    Alliance Technical Group is a leading provider of systems and services for stack emissions monitoring at power plants and other industries nationwide. We are committed to delivering innovative solut...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Support Cleanroom Technician, Microelectronics Research Center Core Facility

    Support Cleanroom Technician, Microelectronics Research Center Core Facility

    University of Texas at Austin • Austin, TX, United States
    [job_card.full_time]
    Support Cleanroom Technician, Microelectronics Research Center Core Facility.Office of the Vice President for Research, Scholarship and Creative Endeavors. The mission of the Microelectronics Resear...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Georgia P&C Licensed Customer Support Agent

    Georgia P&C Licensed Customer Support Agent

    VirtualVocations • Austin, Texas, United States
    [job_card.full_time]
    A company is looking for a Remote Customer Support Agent (P&C).Key Responsibilities Respond to inbound calls from existing customers Process service requests such as adding / removing vehicles and...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Help Desk Technician (Austin)

    Help Desk Technician (Austin)

    INSPYR Solutions • Austin, TX, US
    [job_card.part_time]
    US Citizen, GC Holders or Authorized to Work in the U.The Service Desk Technician will join the Global Support team to gain familiarity with and assists team members in resolving hardware and softw...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Customer Support Agent

    Customer Support Agent

    VirtualVocations • Austin, Texas, United States
    [job_card.full_time]
    A company is looking for a Customer Support Agent.Key Responsibilities Handle support tickets through an online help desk for player-related questions and issues Identify areas for support artic...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Abatement Technician

    Abatement Technician

    University of Texas at Austin • Austin, TX, United States
    [job_card.full_time]
    Project Management and Construction Services.The University of Texas at Austin's Campus Construction team seeks an individual to serve as Abatement Technician in the Abatement Shop.You'll be workin...[show_more]
    [last_updated.last_updated_30] • [promoted]
    CT Technician Bastrop FSED PRN

    CT Technician Bastrop FSED PRN

    St. David's South Austin Medical Center • Austin, Texas, United States
    [job_card.full_time]
    Do you have the PRN career opportunities as a(an) CT Technician PRN you want with your current employer? We have an exciting opportunity for you to join St. David's South Austin Medical Center which...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Desktop Support JOB Training Program

    Desktop Support JOB Training Program

    Year Up United • Austin, Texas, us
    [job_card.full_time]
    Year Up United is a one-year or less, intensive job training program that provides young adults with in-classroom skill development, access to internships and / or job placement services, and persona...[show_more]
    [last_updated.last_updated_1_hour] • [promoted] • [new]