Help Desk Technician (Tier 2 Agent)
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Job Location:
Alexandria, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
- 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.
- 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.
- 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.
Education & Experience:
- Associates degree or higher in IT-related field preferred.
- 35 years of IT support experience with at least 2 years in a desk-side / Tier 2 support role.
- 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.
- CompTIA A Network or Security.
- ITIL v3/v4 Foundations.
- HDI Desktop Support Technician (preferred).
- 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.
- Must pass background investigation.
- Must be a U.S. Citizen.
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 addition to the CEOs 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)
Required Experience:
Manager
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
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