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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
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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
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